Zendesk Release Notes

See the What's New section for an overview of last month's releases.

This week's release notes include:

• Knowledge
• AI Agents
• Contact Center
• Quality assurance
• App Marketplace
• Products with no updates this week

Knowledge

New

• Knowledge Graph
  • Connect to KnowledgeOwl, Kustomer, Front, and Stoplight with new knowledge connectors.
  • When you set up a Universal Connector connection, AI now suggests field mappings and preselects them in the mapping step. You won't need to map every field manually. If AI can't generate mappings, no banner appears.
  • The Document360 connector now uses the Document360 v3 API. To resume syncing, update existing connections with a v3 API key that starts with d360_sk_ in the connector settings.
  • Universal Connector OAuth setup errors, including field validation, error banners, and scope errors, are now translated into all supported languages.
• Articles Editor
  • You can now embed videos in the Guide article editor with generic oEmbed support.
  • Bulk translations for help center content are rolling out to enterprise customers.

Fixed

• Articles Editor
  • Cached suggestion jobs are now reused only when the article version matches, preventing stale suggestions when you reopen an article.

AI Agents

Fixed

• Procedures
  • You can now publish a procedure after accepting all recommendations. The procedure is correctly marked as having unsaved changes.
  • Leaving the procedure editor no longer discards restored procedure changes.

Contact Center

New

• Contact Center
  • Real-time voice-to-voice translation is now available through an Early Access Program (EAP) for Contact Center calls. Agents and callers can speak naturally in their preferred languages, with live translation in 15 supported languages. The EAP is limited to select customers. Contact your Zendesk representative to ask about joining. See this article.
  • Contact Center settings now show the stack version, so admins and support teams can check which version an account uses without opening Amazon Connect. See Checking the Contact Center stack version.
  • An EAP for custom call summaries is available to select Zendesk Contact Center and Zendesk Voice customers. Admins can customize AI-generated call summaries by choosing the prompt’s content, tone, and format. They can also use ticket tags to apply different prompts to different call types. Contact your Zendesk representative to ask about eligibility.

Fixed

• Contact Center App
  • In v2.30.7, we fixed incorrect user mapping and duplicate “Call ended by agent” tickets. These fixes help keep call records accurate and prevent duplicate tickets.

Quality assurance

Fixed

• Reviews
  • The conversation view now displays precise review scores, so a score of 79.73% no longer appears as a passing 80%.
• Connections
  • Aircall conversation links now point to the current dashboard.

App Marketplace

New

• SLA Watchtower
  • Review SLA policies in matching order, including their conditions and targets. Find potential policy overlaps and coverage gaps across up to 100 recently updated unresolved tickets. Test a ticket or hypothetical attributes to predict which policy will match first.
• HelpDeskID Identity Verification
  • Verify requesters from a ticket sidebar using Duo Push, the mobile app, security keys or passkeys, one-time codes, or email links. See results in real time, record verification outcomes and tags on tickets, and handle incoming verification requests. Agents can also view a requester’s latest verification status and choose stronger verification methods.
• Advance Field Management
  • Control ticket field visibility, editing, and dropdown values by group. Target rules by ticket form, brand, status, or custom status, and preview access with example groups and ticket conditions. Duplicate rules, export backups, preview imports, and migrate existing Field Bar configurations.
• BreachLedger
  • Review historical first-response SLA breaches by reconstructing a ticket’s assignee, group, and status at the time of the breach. Check a specific ticket or find candidates in recent metric-event exports, then view timestamps and supporting event or audit IDs. Uncertain results are marked as ambiguous or incomplete, and selected evidence can be exported as JSON.
• Ops Monitor
  • Monitor nine ticket and agent signals, including backlogs, untouched or unassigned tickets, stalled work, drops in ticket volume, and agent availability or workload. Send Slack alerts when thresholds are crossed, with options to set monitoring windows and exclude tags or agents. Get a daily digest of the previous day’s activity.
• Elaichi
  • Connect Zendesk and more than 700 other apps to AI tools so teams can search, summarize, and take action across their workflows. Ask about open tickets in plain language, retrieve customer histories, draft replies, tag tickets, and update users. Elaichi works with Claude, ChatGPT, Cursor, MCP clients, and the Elaichi Agent, and connects to tools such as Jira, Slack, and HubSpot.
• KB to PDF
  • Turn a help center article into a print-ready PDF with its title, update date, source link, and page numbers. Use an article link or search the knowledge base. The app removes surrounding help center navigation and comments, and supports restricted articles the agent can access and multiple locales.
• Link and Clone Plus
  • Find tickets by number or keyword, then link one or more related tickets from the sidebar. View links on both tickets and open a linked ticket in one click. Create editable clone drafts, change details, and choose what to copy before creating a ticket.
• Agent Status Automation
  • Schedule standard or custom Zendesk statuses and assign schedules individually or in bulk. Set weekly schedules, holidays, and out-of-office dates; import existing schedules; and view upcoming and past status changes on a dashboard. Prompt agents to go online during shifts and alert administrators when a scheduled status change fails.

Products with no updates this week

• Support
• Chat and messaging
• AI/Copilot
• Analytics
• Talk
• Admin Center
• Mobile SDKs
• Workforce management

See the What's New section for an overview of last month's releases.

This week's release notes include:

• Knowledge
• AI/Copilot
• Contact Center
• Workforce management
• App Marketplace

Knowledge

Fixed

• Knowledge
  • When you connect a Jira site with more than 100 projects, all projects now appear in the dropdown.
  • The connectors page now loads when a Document360 API token isn’t supported. The connector displays limited information until you enter a valid key.
  • Links in AI agent quick answers are now clickable.
• Copilot
  • Fixed unexpected scrolling and difficulty removing selected user segments in the article editor’s “Visible to” field.
  • Article creation now uses the current brand.

AI/Copilot

New

• Procedure testing for auto assist is now available. To learn more, see Testing procedures for auto assist.

Contact Center

New

• Contact Center
  • Added live search and filtering to the Groups and Roles permission pickers in CC Admin, helping admins find options in large accounts.

Fixed

• Contact Center
  • Fixed duplicate transcript processing for calls that already have an Amazon Connect real-time transcript.

Workforce management

Fixed

• Schedule
  • Fixed selecting the week start day after duplicating a week.
  • Fixed the shift-length format in the Bulk Edit Shifts modal.
  • Extended the agent list to use the full height of the Unassigned Shift details panel.
• Integrations
  • Improvements to time off data import from Workday (Workday integration EAP).

App Marketplace

New

• Ticket Search
  • Agents can search tickets, users, and organizations from the ticket sidebar using keywords or details from the current ticket, then open a top match.
• Forms
  • Teams can build custom forms to send by email or share as links. Responses are captured and linked to the originating ticket.
• TipTap
  • Customers can tip support agents after a ticket is solved using personalized tip links. Teams can manage Stripe Connect payouts and track tips.
• CSAT Response Suite
  • Agents can view ticket and requester satisfaction context. Teams can analyze feedback in a dashboard with filters, configurable columns, and file exports.
• TROCCO
  • Teams can build and manage data pipelines that transfer Zendesk data to warehouses such as BigQuery and Snowflake. The app also includes data transformation and workflow orchestration tools.
• IssueBadge
  • Agents can view and issue digital certificates or badges from ticket and user sidebars, or search for users and issue badges in bulk.
• Conditional Field Values
  • The app filters ticket dropdown options based on another field, the selected brand, or the group, helping agents choose valid combinations.
• Config Guardian
  • Back up your Zendesk Support configuration, compare versions to see changes, and restore earlier settings when needed.
• Ticket Print & PDF
  • Export one or more tickets, including conversation history, internal notes, and attachment details, in PDF, Word, HTML, or ZIP formats.
• Security Audit & Evidence
  • Check Zendesk settings, inventory account access and integrations, track changes between audits, and create evidence reports for auditors.
• FieldRule Compass
  • Administrators can create visual rules to hide, lock, or require ticket fields based on conditions, without working with field IDs or JSON settings.
• API Token Migration Auditor
  • Analyze Zendesk API token usage reports to identify callers, endpoint and scope patterns, and prioritized tasks for migrating to OAuth.
• Webhook Migration Auditor
  • Review webhook, trigger, and automation settings to find likely calls that use API-token Basic authentication, and organize them into a migration review list.
• RecordLint
  • Run read-only scans of end-user records to find potential duplicates and other data-quality issues, using clear, explainable rules.
• Ballet
  • Design, deploy, and monitor AI agents that resolve and automate tickets across Zendesk Support workflows.
• Customer Context
  • View selected customer fields, organization memberships, and recent tickets in agent sidebars, with shortcuts to related Zendesk records.
• Merge by Clever
  • Find and merge duplicate users or tickets from an open ticket, as records are created, across an existing Zendesk account, or from an imported spreadsheet.
• Bulk Export
  • Export Zendesk tickets, users, and organizations to CSV on demand or on a schedule, with options for fields, comments, and delivery.
• BubblaV
  • Answer customer questions using website and Zendesk knowledge, deflect repetitive requests, and create tickets with conversation context when a customer needs human help.
• SideGrid by Veryation
  • Agents can create and paste structured tables in ticket replies and side conversations, including tables copied from Excel, and reuse table templates.

Products with no updates this week

• Support
• Chat and messaging
• AI Agents
• Analytics
• Talk
• Admin Center
• Mobile SDKs
• Quality assurance

See the What's New section for an overview of last month's releases.

This week's release notes include:

• Knowledge
• AI Agents
• Contact Center
• Mobile SDKs
• App Marketplace
• Products with no updates this week

Knowledge

New

• Knowledge
  • Knowledge context panel search filters are more flexible. The filter menu no longer limits the number of default filters you can apply. The external source dropdown loads all sources with pagination, and selected filter tags collapse into a compact, two-row summary.

Fixed

• Knowledge
  • Links in generative search answers, including Quick Answers, now work as clickable links.
  • Badge names and categories in the award badge modal now wrap fully and stay visible when custom text spacing is applied.
• Knowledge Creations
  • Community Content Moderation now refreshes a stale CSRF token and retries once after a 403 error. This happens when an admin re-authenticates from a moderation email, so the action no longer stops.

AI Agents

New

• AI Agents Insights
  • AI-guided agent onboarding is rolling out to all eligible AI Agents customers through October. The updated onboarding detects topics from ticket history, generates context-matched procedures and knowledge articles in one click, and runs automated tests to assess agent readiness. See Creating an AI agent to automatically resolve customer issues for details.
• AIAA
  • Segments in Procedures for email AI agents with agentic AI were released on September 28, 2026.
  • The Essential AI Agent Self-service Migration tool has been available to all Essential AI Agent customers since September 30, 2026.
  • The Ask for Details dialog builder node has been available to all AI Agent customers since September 30, 2026. It lets AI agents collect structured information from customers during conversations.
  • Configurable Knowledge and Welcome replies launched for email AI agents with agentic AI. See System replies in email AI agents.
• Procedure Editor
  • Procedure sources are easier to scan. Long source titles now truncate cleanly, ticket IDs no longer clutter source names, and icons and spacing are more consistent.

Fixed

• Procedure Editor
  • Fixed an issue where slow-loading recommendations could leave the side panel showing a loading state or make the recommendations list appear empty.

Contact Center

New

• Contact Center
  • Outbound queue selection is now available in Contact Center. Admins can let agents choose an outbound queue before placing a call to control the caller ID and Amazon Connect flow. This improves routing consistency and brings feature parity with the legacy experience. For more information, see Configuring outbound queue selection.

Fixed

• Contact Center
  • Improved the voicemail admin experience by fixing truncated and untranslated notifications, aligning dropdown controls, and correcting alert spacing.

Mobile SDKs

New

• iOS version 2.41.0
  • Added brand filtering to keep conversations, real-time updates, login requests, and push notification navigation within the active brand.
  • Added support for Serbian.
  • Added VoiceOver announcements for sent-message status and agent typing.
  • Added Dynamic Type support for conversation headers.
  • Added support for custom locale selection through Zendesk.initialize. The selected locale is applied to the SDK UI and backend communication.
• Android version 3.1.0
  • Brand filtering: When enabled in Zendesk settings, brand filtering applies to conversations, real-time updates, and push notifications.
  • App language: The SDK follows the language selected in the app. If the SDK doesn't support that language, it uses the default language.

Fixed

• iOS version 2.41.0
  • Fixed an issue with push notification token updates.
  • Fixed crashes that could occur while setting up or shutting down a connection.
  • Fixed device metadata reporting the SDK version instead of the host app version.
  • Fixed an empty overlay that remained after the keyboard was dismissed.
  • Fixed the connection banner being clipped at large text sizes.
  • Fixed message cells not being recalculated correctly after a system font size change.
• Android version 3.1.0
  • Messaging navigation: Calling showMessaging while messaging is already open now takes users to the requested screen.
  • Authentication: Fixed an issue where a repeatedly rejected JWT could cause the SDK to retry authentication indefinitely.

App Marketplace

New:

• Shipped.ai (Messaging)
  • Shipped.ai is an AI support agent built specifically for ecommerce. It does not just answer the question and hand off. It resolves the ticket like applying the promo code, filing the warranty claim, editing the order, creating the return, then confirming it back to the customer in the same conversation.
• Schedule Send by Saasly (Support)
  • Schedule Send by Saasly allows support agents to compose replies in advance and automatically send them at a specific date and time. The app helps teams manage follow-ups, respond during business hours, and maintain consistent customer communication without manual reminders.
• Google + Meta Ads Conversion Tracking (Support) (paid)
  • Google + Meta Ads Conversion Tracking closes the loop between an ad click and the customer it produced. A Zendesk trigger tells it when an outcome happens - an order won, a signup, a completed job - and it reports that to Google Ads and Meta as a conversion, so your campaigns optimize toward real customers, not clicks.
• Required Fields Manager (Support)
  • Required Fields Manager lets admins make any custom ticket field required to fill in, for any combination of ticket type and ticket status. This app lets Questions, Incidents, Problems, and Tasks each have their own rules for every status a ticket can be in — New, Open, Pending, On-hold, and Solved.
• Stripe by Canadesk (Support)
  • Stripe by Canadesk gives you access to Stripe information directly on Zendesk tickets. Open a ticket and the sidebar looks the requester up in Stripe by email address, then shows information around your customers' Stripe subscription, payments, invoices, and their customer record. Perform actions from Stripe like refunding a card payment, cancel a subscription at the end of a period, end a subscription immediately, or copy the customers billing portal link in a reply.
• CRM Scene Customer Context (Support)
  • CRM Scene Customer Context helps agents understand the person behind a ticket. See customer contact details, the organization shown on the ticket, previous tickets, and things that may need attention without leaving Zendesk Support.
• Pulse (Support)
  • Pulse shows the event history of a ticket requester or a user profile, right in the sidebar. It highlights activity that happens outside of Zendesk — purchases, logins, phone calls, cancellations — alongside native Zendesk events, so agents don't have to piece together context from multiple systems.
• Auto Internal Note (Support)
  • Auto Internal Note gives agents a rich-text workspace in the ticket sidebar for drafting internal context while they work. When the ticket status changes or the ticket is saved, the app waits briefly, posts the content as a private internal note, and clears the editor after a successful post.
• Qualtrics Task (Support)
  • Qualtrics Task lets Qualtrics customers turn survey responses and workflow events into Zendesk activity. After an administrator connects a Zendesk account, actions added to a Qualtrics survey or workflow can create or update Zendesk profiles, records, and tickets using data collected in Qualtrics. For example, you can flag a low NPS rating to your Customer Success team, or let respondents reach out to your support team directly from a survey.
• Outreach (Support)
  • Outreach puts a proactive ticket composer in the Zendesk Support navigation bar. Pick the people, write the ticket once, personalize it with placeholders, and Outreach creates one ticket per person through Zendesk's own bulk API, with live progress and a per-person result.
• Change Manager (Support)
  • Change Manager adds a fifth ticket type, Change, next to Question, Incident, Problem and Task. Pick Change, choose a change type such as Emergency, Normal or Standard, and the ticket shows exactly the fields that kind of change needs: reason for change, risk, implementation and backout plans, or whatever fields you choose. Every other change field stays out of the way.
• Power Views (Support)
  • Power Views is an alternative to the built-in views page. Organize views into folders, edit them live and watch the results change as you type, and bulk edit anything from two tickets to the whole view.
• Employee Onboarding (Support)
  • Employee Onboarding adds a new employee form to the Zendesk Support navigation bar. Fill it in and the app creates a ticket for the new hire: they become the requester, get a friendly welcome message straight away, and the ticket holds everything your team needs to get them ready for day one.
• Customer Notes (Support)
  • Customer Notes puts a living profile of the customer next to every ticket. Agents write notes about the person, not the ticket, tag them with traits like VIP or Do not call, and see their history and health at a glance.
• Project Manager (Support)
  • Project Manager turns tickets into projects. A project is a ticket, and every task in it is a ticket too, so the work is assigned, tracked and reported on like everything else in Zendesk. See the whole project as a tree, re-arrange it by drag and drop, and see the plan on a Gantt chart right beside it.
• Chatbase WhatsApp Relay (Support)
  • Chatbase WhatsApp Relay is the companion app for the Chatbase WhatsApp relay. When your Chatbase AI agent escalates a WhatsApp conversation to Zendesk, agents reply from the ticket and Chatbase delivers those replies back to the customer on WhatsApp.

Products with no updates this week

• Support
• Chat and messaging
• AI/Copilot
• Analytics
• Talk
• Admin Center
• Quality assurance
• Workforce management

Click Follow in the What's New section to be notified each month when the What's New is published.

Check out what's new in the last month:

• Accounts and billing
• Support
• Admin Center
• AI agents
• Copilot
• Agent Workspace
• Objects and business rules
• Security
• Knowledge
• Messaging
• Contact Center
• Voice
• Employee services
• Analytics
• Workforce management
• Quality assurance
• Apps and integrations

Also don't miss:

• Zendesk early access programs
• What's new videos on YouTube

Accounts and billing

• To help you track automated resolution usage, you can configure the email notifications that admins receive. These notification settings work for usage tracked by the Automated resolutions dashboard as well as usage tracked by the Resolution allowance and Resolution usage dashboards. See Managing usage notifications for automated resolutions and resolution allowances.
• If you have the resolution allowance pricing model, you can increase your resolution allowance to cover ticket resolutions and avoid hitting usage limits. Account owners and billing admins with eligible accounts can increase the resolution allowance directly from the Subscription page or from the Resolution allowance dashboard. The added funds act as a shared pool across resolution tiers. See Increasing your resolution allowance.

Support

• You can now turn on a multi-recipient email ticket workflow that creates multiple tickets when an inbound email with multiple support addresses is sent to the same account. See Turning on multi-recipient email tickets.
• Sender authentication now defaults to Minimal for all accounts, raising security while improving legitimate email delivery. Existing customers can keep managing or disable authentication in Admin Center, and eligible disabled accounts will be rolled into the new default during a staged rollout. See Authenticating incoming email (SPF, DKIM, DMARC, and ARC).
• Ticket merge enhancements update the merge flow with a sidebar drawer, richer text support, better bulk-merge visibility, hover context, colored status indicators, banner warnings, and preserved Data Privacy restrictions. See Merging tickets.
• Admins on non-Enterprise plans now manage light agent permissions on the Roles page in Admin Center, replacing the previous settings experience in the Agent Workspace. See Configuring light agent permissions.
• Agents working with a large numbers of ticket tabs, can use a singe command to close all tabs in the ticket interface. Previously, if agents wanted to clear all the tabs to make space for new incoming work, they needed to clear each tab one at a time. See Closing all tabs at once.
• Agents can adjust the sound volume for in-product notifications and personalize it for their own use. See Managing ticket notification settings.

Admin Center

• Admin Center search has been improved to provide better results. Search includes better discoverability across navigation and settings pages and more relevant results for incomplete or imperfect queries. See Searching for settings in Admin Center.

AI agents

• Voice AI agents are now generally available for Zendesk voice customers, enabling native end-to-end phone automation with real-time conversations, seamless handoff to human agents, transcripts, summaries, recordings, and support for 53 languages. See About voice AI agents.
• Embedded templates are now available for email AI agents with agentic AI, letting admins send verbatim messages and use deterministic conditional or integration logic inside generative procedures. No action is required unless you want to customize templates. See Creating and using templates in conversation flows for AI agents.
• Segments in procedures now work for email AI agents. You can use segments to send different customers down different paths, adapting a generative procedure's behavior to the customer. For example, a single "Cancel subscription" procedure can offer a retention discount to standard customers, while routing enterprise customers to their account manager. See Using segments to create branching conditions in generative procedures for AI agents.
• Redaction in AI agent tickets is now possible. You can redact sensitive information from AI agent tickets, giving you the same data privacy controls for AI agent conversations that you have for regular tickets. Manual redaction and redaction suggestions now work on AI agent tickets.
• A migration tool for essential AI agents is now available. When you use the AI agent migration tool on an essential AI agent, a new AI agent is automatically created for you in the new AI agent experience. The new AI agent replicates the functionality of your existing AI agent. See Migrating essential AI agents to the new unified AI agent experience using the migration tool.
• The new “Ask for details” block in the dialogue builder allows AI agents to collect structured information from customers during conversations. This block acts as a configurable data collection form, allowing admins to define specific fields that the AI agent should gather before proceeding with the conversation flow. See Using the "Ask for details" block in dialogues for AI agent conversations.
• A Welcome reply for email AI agents is now available. It allows for pre-conversation logic (such as conditionals based on parameters or segments, actions, API integrations, or escalations) to run before the AI agent takes over the email conversation. See Customizing the welcome reply in AI agent conversations.
• A Knowledge reply for email AI agents is now available. The AI agent uses this reply when no relevant use case is detected. It searches your connected knowledge sources to generate an answer in the same way as any other generative procedure, in the same place you configure the rest of your AI agent. See Customizing the Knowledge reply in an AI agent with agentic AI.

Copilot

• Saved recommendations are now available in admin copilot, letting you save useful recommendations for later and revisit them from a dedicated tab in Admin Center. See Optimizing your account with admin copilot insights and recommendations.
• Draft mode for auto assist procedures lets you save, test, and manage procedure updates in Knowledge admin without changing live agent suggestions. You can also restore previous versions if needed. See Viewing procedure revisions.
• Auto assist procedures list search is now available in Knowledge admin, allowing you to quickly search Copilot procedures instead of scrolling through long lists. This improves retrieval and management for accounts with many procedures. See Viewing and managing procedures for auto assist.

Objects and business rules

• Automated data sync for custom objects now lets admins schedule Salesforce data synchronization into Zendesk custom objects, using AI-suggested field mappings, preview testing, daily runs, manual jobs, and sync logs. See Creating data sync schedules for custom objects.
• Action logs and tracing for action flows give admins real-time visibility into action runs, with 30 days of run history, filtering, and step-by-step trace details to diagnose failures faster. See Monitoring real-time action flow execution logs and traces.
• Action Builder workflow limits are increasing from 50 to 60 steps across all supported plans, letting you build longer, more detailed automated workflows. Existing action flows remain unaffected, and no action is required. See Understanding the action builder and action flows.
• Wait steps make it possible to pause action flows for 1 minute to 31 days before continuing. This simplifies delays, escalations, follow-ups, and other multi-stage workflows, with wait details captured in execution logs. See Adding wait steps to action flows.
• Cloning action flows and steps allow you use existing action flows as a starting point for new flows and copy and paste individual steps into other action flows. Both of these features help teams reuse configurations, save time, and reduce setup errors for action flows. See Editing and managing action flows.

Security

• Accounts with session inactivity timeouts of 10 hours or more will migrate to an 8-hour inactivity timeout for enhanced security. All existing long-running sessions exceeding 12 hours will be forcibly expired, requiring a new sign-in. See Setting session timeout for users.

Knowledge

• Universal Connector is now generally available as a knowledge source, letting admins connect REST/JSON API-based content to Zendesk with an API key and configure mapping, pagination, and retrieval for use in AI agents, Copilot, search, and generative search. See Connecting external content using the universal knowledge connector.
• Helpjuice, WordPress, and ReadMe knowledge sources are now generally available as dedicated Zendesk connectors, letting admins sync external content into Zendesk Knowledge for use in AI agents, Copilot, search, and generative search. See Connecting external knowledge sources to your Zendesk account.

Messaging

• Streaming animation now makes AI agent responses in the messaging Web Widget appear as if they’re being typed in real time, creating a more natural and responsive experience.
• WhatsApp re-engagement adds 24-hour reply window visibility in the Agent Workspace, lets agents browse, preview, and send approved templates after the window closes, and gives admins a new WhatsApp templates page to manage template access in Admin Center. See Applying WhatsApp templates in the Agent Workspace.
• Multi-conversations are on by default for new customers. Existing customers and their current messaging configuration will not be changed or migrated. See Allowing multiple conversations for your end users.

Contact Center

• Outbound user search allows agents to find Zendesk users by name or phone number and place outbound calls directly, while still supporting manual keypad dialing. See Making outbound calls in Contact Center.
• Outbound queue selection helps agents choose the appropriate caller ID and call flow for each outbound call. This gives agents more flexibility while helping teams route calls consistently. See Selecting the outbound queue for a call.
• Voicemail lets callers leave messages when agents are unavailable, queues are busy, or the center is closed, and automatically creates or updates Zendesk tickets with caller details, audio, routing information, and optional transcription. Your deployment owner must upgrade your stack to version 1.2.8 (20260908) or later. Zendesk admins can configure voicemail for each queue, including ticket routing, tags, and transcription. See Configuring voicemail in Contact Center.

Voice

• Voice AI agents are now generally available for Zendesk voice customers, enabling native end-to-end phone automation with real-time conversations, seamless handoff to human agents, transcripts, summaries, recordings, and support for 53 languages. See About voice AI agents.

Employee services

• The IT asset records list now supports customizable columns, advanced filtering, and sorting by standard or custom asset fields, making it easier for admins and agents to find and organize assets. See Filtering and searching for asset records and Configuring the columns of the asset record list.
• Automated IT asset data syncs now let IT admins automatically sync device and asset data from Jamf Pro and Microsoft Intune into Zendesk, with logging, retry, cancellation, and import-type options for better visibility and larger data sets. See Creating automated data syncs for assets and custom objects.
• Custom roles and department spaces are now available to Employee Service Suite Professional plans, giving admins more control over permissions and ticket access without needing an Enterprise plan. See Custom roles and Restricting agent ticket access by brand: department spaces.
• Approval request comments in Slack now let approvers reply directly in Slack, with comments synced to Zendesk as an auditable record. Comments are labeled via Slack or via Zendesk. Admins must reconnect Slack and enable approval requests to use the feature.

Workforce management

• Forecast scenario imports are now generally available in Zendesk WFM, letting you upload CSVs with inbound volume forecasts or both forecasted volume and required staffing. This helps you use your own planning data and reduce manual reconciliation. See Importing forecast scenarios.
• Workstream inbound volume CSV exports are now available in Zendesk WFM, letting admins self-serve a 30-day CSV of ticket IDs that entered a workstream. The export is requested from the workstream setup page and emailed for quick, auditable reconciliation. See Exporting a workstream’s inbound volume.
• Team members permissions in Zendesk WFM now give admins granular control over who can access and manage the Team members page. They can let non-admin managers view scoped users and manage team, workstream, task lock, and auto-tracking assignments without granting full Admin access. See WFM permissions.
• Simplified schedule imports in Zendesk WFM. You can now import agent schedules into Zendesk WFM using a simplified CSV file. Include the agent, intraday variant, start time, and date, and WFM generates the corresponding shift automatically instead of requiring you to define each task individually. See Importing and exporting your WFM schedules.

Quality assurance

• AutoQA tone calculation changes. To improve accuracy and ensure Zendesk QA’s AI capabilities align with the highest regulatory standards, we are proactively updating the Tone category. See Understanding autoscoring categories.
• Zendesk QA audit logs. QA now records review, scorecard and workspace events in Zendesk Admin Center audit logs. See Viewing Zendesk QA change events in the audit log.
• Accuracy scores for custom prompts now appear in a new column. The column shows the AI insight’s accuracy score based on a comparison between autoscores and all manual reviews completed for that prompt. See Accessing the AI Insights page.

Apps and integrations

• New Google Sheets actions in action flows make it possible to search for matching data, read specific rows, update rows, and insert rows, making it easier to manage spreadsheets and automate workflows without leaving Zendesk. See Using Google Sheets actions in action flows.
• WooCommerce connections and actions are now available for action builder. You can use the WooCommerce actions to automate ecommerce support workflows, including creating, updating, looking up, and searching for customers, orders, and products. See Using WooCommerce actions in action flows.
• New actions for BambooHR and Shopify make it possible to manage BambooHR custom tables and fields, as well as Shopify orders, customers, products, return eligibility, and legal policies, enabling more complete HR and ecommerce automations through action flows. See Using BambooHR actions in action flows and Using Shopify actions in action flows.
• Smartsheet connections and actions are now available for action builder. You can use Smartsheet actions to automate management of Smartsheet sheets, rows, and project processes to add, find, update, and organize support-related work. See Using Smarsheet actions in action flows.
• ShipStation and AfterShip connections and actions are now available for action builder. You can automate shipping, tracking, orders, and returns workflows, allowing admins to build more consistent post-purchase support workflows. See Using ShipStation actions in action flows and Using AfterShip actions in action flows.

This week's release notes include:

• AI Agents
• Knowledge
• Contact Center
• Voice
• Zendesk QA
• Apps and integrations
• Products with no updates this week

AI Agents

New:

Auto Assist Procedure Recommendations and Management

• Admins can now search across their Copilot auto assist procedures within Knowledge admin. This update simplifies retrieval and management for accounts managing large numbers of procedures. See Viewing and managing procedures for auto assist.
• Zendesk is introducing draft mode and version control for Copilot auto assist procedures in Knowledge admin, allowing admins to safely create, test, and restore procedure updates without impacting live agent suggestions. See Creating procedures for auto assist and Viewing and managing procedures for auto assist.

Fixed:

Auto Assist Procedure Recommendations and Management

• Procedure list filter translations. The "Status" label in the procedures filter bar is now translated for non-English locales.

Knowledge

New:

Editor

• Removed the non-actionable "no changes" save alert shown when saving an article without changes.

Knowledge Graph

• Three new Knowledge connectors are available: Helpjuice, WordPress, and ReadMe.

Fixed:

Editor

• Excluded-terms settings stay usable beside Admin Copilot. The sidebar is now responsive while preserving pinned actions.
• Guide and Support admins can manage Knowledge AI settings. Added access, navigation, and write authorization for Knowledge settings.
• Help Center collaborator-label contrast. The label now meets WCAG contrast requirements.

Contact Center

New:

• Contact Center Voicemail is now available with a reusable Amazon Connect voicemail flow, optional per-queue transcription, configurable routing and tags, a default 60-second recording duration that can be configured in the flow, and Zendesk ticket creation or linking. Customers should customize an organisation-owned copy of the managed template. A stack update is required to enable the feature. See Configuring voicemail in Contact Center.

Fixed:

Contact Center App

• Adjusted how contact attributes are handled during After Contact Work (ACW) on outbound calls, targeting intermittent duplicated ticket reports.
• Increased the maximum results shown in queue dropdowns so longer lists no longer get cut off.
• Added logging of ZCOS capabilities (zcos_proxy, list_real_time_transcripts, oauth), profile creation flag, and Cognito login-skip state on agent initialization, to support faster diagnosis of environment-related issues.

Voice

New:

• Now, when omnichannel routing is enabled and a call expires in the queue, a tag voice_expired_in_queue is automatically added to the ticket. This tag can be used to filter out tickets from calls that were neither answered nor abandoned.

Fixed:

• We resolved an issue where the message composer would lose focus after the call ended, disrupting the agent's typing.

Zendesk QA

New:

• Audit logs: QA now records review, scorecard and workspace events in Zendesk Admin Center audit logs.
• Reviews: Existing reviews remain editable after a scorecard category scale is reduced.
• Disputes: Historical-review disputes can be created or accepted after the original scorecard is deactivated.

Apps and integrations

New:

• Zoom Workforce Management (Support)
  • Zoom WFM opens from the Zendesk top bar with a compact agent experience built for Zendesk. Agents can view their schedule and handle time off, schedule change, and swap requests without leaving the agent workspace. If your account enables it, agents can also access the schedule offer board directly in Zendesk. Relevant Workforce Management alerts appear as native Zendesk notifications, helping agents stay informed in one place. Key features include viewing schedules in a compact top bar experience, submitting time off requests from Zendesk, managing schedule change and swap requests, accessing the schedule offer board when enabled for your account, and receiving relevant WFM alerts as native Zendesk notifications.
• DataSpeak Agent Assist (Support)
  • DataSpeak helps organizations answer questions faster, guide agents with reliable knowledge, and keep every conversation consistent with their brand voice — without losing control of workflows or data. DataSpeak brings your AI assistant into Zendesk Agent Workspace so agents get help without leaving the ticket. Once connected, agents can chat with your DataSpeak assistant in the ticket sidebar, new ticket sidebar, user sidebar, and nav bar; get ticket-aware answers with subject, status, requester details, and related context passed into the conversation; summarize tickets, search Help Center knowledge, and draft clearer replies without switching tools; resume or thread chats per ticket via secure conversation references; and optionally identify the signed-in Zendesk agent in DataSpeak.
• Super Search (Support)
  • Search tickets, macros, triggers, automations and more—all in one workspace. Super Search brings tickets, users and organizations together with searchable catalogs of macros, triggers, automations and webhooks, helping you find records and explore the configuration behind your support workflows. Super Search combines record search, configuration catalogs and per-ticket audit evidence in a navigation-bar workspace.
• Access Controller (Support)
  • LaPlante Management built Access Controller to help Zendesk teams protect important values from accidental edits, simplify crowded workspaces, and replace scattered field-ID lists with readable access profiles. Create an All agents baseline; build reusable profiles for Groups, Roles, or individual Agents; set supported fields and tag editors to Editable, Read-only, or Hide; set ticket forms to Editable or Hide; control individual Type, Priority, and eligible custom dropdown choices; vary field and choice rules by ticket form, brand, assigned group, or new/existing state; inspect an agent's matching profiles and compare effective access before saving; duplicate profiles and apply confirmed bulk changes; and open web addresses from read-only fields in a new browser tab.
• Similar Tickets (Support)
  • Similar Tickets brings useful ticket history into the conversation an agent is already handling. It searches the current Zendesk account, ranks related conversations, and displays the strongest matches directly in the ticket sidebar. Agents can review how similar incidents, questions, and customer issues were handled without leaving the ticket or guessing which search terms to use.
• Dual Frame (Support)
  • Designed by LaPlante Management, Dual Frame brings shared website bookmarks and embedded tools into Zendesk. Give agents one organized menu for reference pages, tools and reporting links, with no iframe code to write. Place bookmarks in full navigation, beside tickets or in a top-menu pop-up. Reuse them across locations and tailor menus to agent groups.
• Change Management (Support)
  • Change Management adds an ITIL change practice to Zendesk Support, running on native Zendesk tickets, forms, triggers, and approvals. Changes move from draft through assessment, CAB approval, scheduling, implementation, and post-implementation review to closure, with required fields enforced at each step. Impact and likelihood score change risk against a rubric your administrators control. A change calendar, collision detection for overlapping windows, and configurable freeze periods show what else is scheduled before you commit.
• Incident Management (Support)
  • Incident Management adds an ITIL incident practice to Zendesk Support, running on native Zendesk tickets, forms, triggers, and approvals. Impact and urgency set Zendesk priority automatically through a matrix your administrators control. Major incidents unlock declaration, communication, and running update fields, along with a list of linked child incidents and a one-click way to raise the remediation change. Recurring pattern detection spots repeat incidents and can open a problem record with those incidents already linked to it.
• Request Management (Support)
  • Request Management adds a service request practice to Zendesk Support, running on native Zendesk tickets, forms, triggers, and approvals. Requests move from submission through approval and fulfillment to closure, capturing catalog item, justification, and due date. Approval is routed to a person or a group through Zendesk's own approvals, so the decision and who made it stay on the ticket record. Work cannot begin until the request is approved, and fulfillment notes are required before it can be marked fulfilled.
• Problem Management (Support)
  • Problem Management adds an ITIL problem practice to Zendesk Support, running on native Zendesk tickets, forms, triggers, and approvals. Problems move from open through investigation and known error to resolution, capturing root cause, workaround, RCA method, and permanent fix. Linked incidents are gathered from both Zendesk relationship types, and a similar-incident search lets you attach related incidents in bulk. Resolving a problem resolves its open incidents and records on each one why it was closed.

Products with no updates this week

• Admin Center
• Support
• Copilot
• Analytics
• Zendesk Workforce Management (WFM)
• Mobile SDKs

See the What's New section for an overview of last month's releases.

This week's release notes include:

• Admin Center
• AI Agents
• Copilot
• Contact Center
• Zendesk QA
• Apps and integrations
• Products with no updates this week

Admin Center

New:

• The audit log events for creating and deleting OAuth tokens now show the OAuth client name in the Activity column

AI Agents

New:

• Agentic email
  • As of September 16, 2026, all agentic email customers have access to new functionality for creating and using embedded templates in generative procedures, providing parity with the messaging channel.
• Web crawler
  • Web crawler locale-handling updates are rolling out to better align crawled content with the locales configured for each help center.
  • The rollout includes improved locale-filtering behavior and updated product guidance. See Understanding web crawler locales. The rollout is ongoing.

Fixed:

• Agentic Email
  • Now completes the reply as expected when the AI agent's procedure finishes successfully.
  • Email turns that were failing to process now complete successfully.
• Web Crawler
  • More reliable sitemap crawling. Fixed an issue that could prevent sitemap URLs from being discovered and crawled successfully. Web Crawler now handles sitemap depth separately from page-crawl depth, improving support for nested sitemaps.
  • Improved URL filtering. Web Crawler now filters start URLs marked as no-follow before fetching them. This reduces unnecessary requests and helps prevent unintended crawling.
  • Clearer crawler setup guidance. Improved the crawler creation experience with clearer start-URL labels and format guidance. Also fixed an untranslated example URL in localized crawler setup flows.
  • Improved error handling. Improved handling of product-limit connection errors so API clients receive more accurate error responses.

Copilot

New:

• Similar tickets show agents past tickets that resemble the one they're working on, so they can apply proven solutions instead of starting from scratch. By reusing what already worked for that scenario, your agents can reduce average handling time and deliver faster, more consistent answers to customers. See Turning on similar tickets.

Contact Center

New:

Contact Center App

• Upgraded Streams to 2.29.1 and ChatJS to 5.1.1 for improved stability across chat and voice calls.

Fixed:

Contact Center App

• Improved onboarding for accounts using OAuth by enabling users to set the userId configuration field.
• Fixed an issue where pressing Enter in the external search field caused the app to reload.

Zendesk QA

New:

• On September 21, 2026, we're updating the AI model for QA custom prompt evaluations. Review your prompts after this date to ensure outputs meet your expectations.
• Restricted visibility of AutoQA score for Agents inside Zendesk QA
• Zendesk QA HUB for easy QA set up and onboarding

Apps and integrations

New:

• ZenTennis (Support)
  • ZenTennis gives support agents a playful break inside the Zendesk ticket sidebar. Agents play a first-to-five botanical rally, with configurable difficulty and keyboard, pointer, or on-screen controls. Administrators can optionally track completed results in the ticket.
• Ticket Nibbler (Support)
  • Ticket Nibbler is a compact arcade-style break game in the ticket sidebar. Agents guide a growing worm around the board, eating plants while avoiding walls and its own body. It supports multiple control methods, configurable speed, and optional score tracking on tickets.
• Refundid Returns and Exchanges (Support)
  • Refundid lets support agents see a customer's recent Refundid returns and refunds directly on the ticket, including references, order information, status, resolution, items, tracking, and shipping-label details. Agents can also search by order number or email and link into the Refundid merchant dashboard.
• VendorApp Admin (Support)
  • VendorApp Admin embeds the VendorApp administration console inside Zendesk Support. It is designed for B2B2B and B2B2C support environments where vendors, partners, and customers need isolated branded portals while tickets, organizations, and users remain in Zendesk. The app provides in-Zendesk administration for portals, organizations, users, branding, and the Zendesk connection.
• GrowOn Note Taker (Support)
  • GrowOn Note Taker lets agents create, edit, and delete ticket-specific working notes from the Zendesk sidebar without adding them to the ticket conversation. Notes remain associated with the ticket and retain creator and timestamp context. The app stores its note data in the customer's Zendesk account using Custom Objects.
• SOCRadar Alert Management (Support)
  • SOCRadar Alert Management integrates SOCRadar's Extended Threat Intelligence platform with Zendesk Support. It can poll for new security alarms, create tickets automatically, display incidents in a dashboard, and let agents manage alarm status, severity, and comments from Zendesk. It supports multiple alarm categories including attack-surface, vulnerability, dark-web, brand-protection, fraud, threat-hunting, and supply-chain intelligence.
• Refaire (Support)
  • Refaire is an AI-powered remote visual support platform that helps customers troubleshoot issues with their phone camera before human support is needed. When escalation occurs, it creates a Zendesk ticket containing diagnostic context such as attempted fixes, outcomes, product information, photos, and video. Agents can continue the support interaction in Zendesk and escalate according to configurable rules.
• Data Custodian (Support) (paid)
  • Data Custodian lets you search the whole account with exact counts, export tickets with comments to CSV, Excel or JSON, change or delete thousands of tickets with undo, redact personal data, answer access requests with a complete pack, forget a person, run retention rules after a dry run. Every action leaves evidence.
• Help Center Doctor (Support) (paid)
  • Help Center Doctor is a Zendesk app that scans and repairs help center content entirely within the customer’s browser. It checks articles and translations for issues such as broken links, missing alt text, stale or duplicate content, empty sections, and outdated translations. Key features include bulk fixes, find-and-replace, article editing, document exports, templates, snippets, and a link map. Changes are previewed, backed up locally, and reversible.
• Help Center Article Templates (Support) (paid)
  • Help Center Article Templates helps Zendesk teams create help center articles without starting from scratch. It provides built-in templates for formats such as how-to guides, FAQs, troubleshooting articles, release notes, policies, product overviews, and announcements, along with reusable content snippets. Users can create custom templates, use fill-in placeholders, select sections, labels, languages, and permissions, and generate unpublished drafts directly in Zendesk. Pro users also get shared team libraries, multilingual drafts, publishing checklists, and JSON import/export.
• Help Center Print & Export (Support) (paid)
  • Help Center Print & Export lets Zendesk users export any portion of their help center—individual articles, sections, categories, or the entire knowledge base—into professional documents without leaving Zendesk or using an external server.
  • Users can filter and select content, choose a language, customize document formatting and branding, preview the results, and export them as PDFs, Word files, HTML, Markdown, ZIP folders, or CSV indexes. Export profiles and history make recurring documents and backups easy to repeat.
• Help Center Find & Replace (Support) (paid)
  • Help Center Find & Replace lets Zendesk teams search and replace text, links, images, and HTML across all help center articles and languages. It supports plain-text and regular-expression searches, detailed filters, previews, diffs, and per-translation approval.
  • Before making changes, it creates downloadable snapshots, reports progress and errors, and allows users to undo completed runs or restore snapshots. Saved searches simplify recurring rebrands and cleanups. The app also respects Zendesk permissions, warns about content blocks, and manages API requests within rate limits.
• Help Center Link Checker (Support)
  • Help Center Link Checker scans every article and language to identify broken or problematic links and images. It detects missing, archived, draft, restricted, or outdated internal links, broken anchors, old-domain links, HTTP links, and external URLs or images that fail validation.
  • It checks external resources through Zendesk’s proxy, distinguishes confirmed failures from unverified results, and provides a link map showing which articles reference a given article. Findings include explanations and direct links to the article editor, while repeat scans only recheck changed content.
• Proactive Outreach (Support) (paid)
  • Proactive Outreach lets Zendesk Support teams send proactive messages to many customers by creating one ticket per recipient. It supports audiences built from users, organizations, matching tickets, or CSV files, with deduplication and extensive exclusions.
  • Messages can use personalized placeholders, macros, previews, language variants, and customizable ticket settings. The app includes test tickets, opt-out handling, configurable delivery limits, pausing and resuming, retry support, and duplicate prevention. Campaign reports track delivery, failures, replies, and opt-outs, with ticket links and CSV export. Saved audiences, templates, and campaign history make recurring outreach easier.

Products with no updates this week

• Support
• Knowledge
• Voice
• Analytics
• Zendesk Workforce Management (WFM)
• Mobile SDKs

See the What's New section for an overview of what was released last month.

This week's release notes include:

• AI Agents
• Knowledge
• Apps and integrations
• Contact Center
• Products with no updates this week

AI Agents

Public - New

• Additional Voice Locales: Colombian Spanish, Ecuadorian Spanish, Peruvian Spanish, Canadian English, Canadian French, Malay - Voice AI agents now support these locales with curated high-fidelity voices selected and validated with native speakers.
• Voice Speed Control: Admins can now set how quickly the voice AI agent speaks using a speed slider on the agent. The setting applies to the whole agent and takes effect immediately on new conversations.
• Calling recordings in Conversation Logs for Voice: Voice conversations now include call recordings you can listen to in Conversation logs.

Knowledge

New:

Help Center

• We're moving from a GitHub OAuth App to a GitHub App. GitHub Apps provide more granular permissions, so we can request only the access needed to import themes instead of relying on broader repository access. This gives you greater control over which repositories and organizations the integration can access. See:
  • Setting up the GitHub integration with your help center theme
  • Troubleshooting your GitHub integration with help center themes

Fixed:

Editor

You can use the following content types within a callout:

• Text
• Block quotes
• Images
• Media (for example, video)
• Tables
• Horizontal lines

Contact Center

Fixed:

Contact Center

• Fixed the issue where ringtone previews ignored the selected speaker device in Chrome. Ringtones now play through the selected wired or Bluetooth device.

Contact Center App

• Fixed the end-of-call transcript comment being written before all agents had disconnected during multi-agent transfers.
• Fixed the incoming call ringtone continuing to play during agent whisper instead of stopping once a contact is accepted.
• Fixed updating the API token or agent email from silently resetting Save Recording and Save Transcript settings.

Apps and integrations

New:

• Transit (Theme)
  • Transit is a free transportation-focused Zendesk Help Center theme for transit agencies, rideshare, delivery, airlines, and travel platforms. It combines persistent sidebar navigation with a category grid, using high-contrast wayfinding, short reading paths, and monospace treatment for ticket numbers, booking references, and route codes. Colors, fonts, logos, hero text, layouts, page controls, and all 21 Guide page types are customizable without code; a free standard license is available, with a paid developer license adding code access and export.
• Relay (Theme)
  • Relay is a free telecommunications-focused Zendesk Help Center theme for mobile carriers, broadband providers, MVNOs, and connectivity platforms. It uses persistent sidebar navigation to keep plans, billing, coverage, devices, outages, and troubleshooting one click away, with a lightweight design suited to customers browsing on mobile connections. Branding, fonts, logos, hero content, layout, page controls, and all 21 Guide page types are customizable without code; the standard license is free, and the developer license adds code access and export.
• Artex (Theme)
  • Artex is a theme built for organizations that want a polished, professional customer support experience without sacrificing usability. It combines a strong visual identity with practical Help Center functionality. Customers can quickly search for answers, browse knowledge base content, participate in community discussions, and submit support requests through a consistent interface.
• Vault (Theme)
  • A free financial-services-focused Zendesk Help Center theme for banks, fintechs, lenders, insurers, and payment platforms. It uses persistent sidebar navigation to keep accounts, access, payments, transfers, disputes, and security easy to access, with monospace styling for account numbers, amounts, and reference codes. The theme is fully customizable through Theming Center, responsive and WCAG AA focused, with a free standard license and optional paid developer license for code access and export.
• Picto (Theme)
  • A free software-and-cloud-services Zendesk Help Center theme for SaaS companies, developer tools, APIs, and cloud platforms. It centers on persistent sidebar navigation so categories and sections remain visible while customers browse, making areas such as getting started, integrations, billing, and troubleshooting immediately accessible. Colors, fonts, logos, hero content, layouts, and all 21 Guide page types can be customized without code; the standard license is free, and the developer license adds code access and export.
• backwise (Support)
  • backwise is a refund and return fraud-prevention platform for ecommerce merchants. It adds a Zendesk ticket-sidebar panel where agents can create claims with ticket and requester information, evaluate risk using conversation, order, carrier, and purchase/return history, inspect the reasoning behind the evaluation, and write the resulting verdict back to the ticket as a private note.
• Choji (Support)
  • Choji is an AI-powered product and engineering workflow platform that turns Zendesk support conversations into customer evidence and potential engineering work. It continuously ingests tickets, public comments, and attachments, identifies bugs and feature requests, consolidates related customer reports, enriches existing engineering issues, and maintains traceability back to the originating Zendesk conversation.
• Tag Janitor (Support)
  • Tag Janitor audits Zendesk ticket tags beyond the normal tag-management limits, showing ticket counts, usage, last-used information, where tags appear in triggers, automations, macros, views, SLAs, fields, and organizations, plus possible typos or case duplicates. It supports bulk rename, merge, and delete operations and highlights limitations around closed tickets, scan scope, and administrator permissions so teams can clean up tags without unintentionally breaking workflows.
• Help Center Linker (Support)
  • Help Center Linker brings Help Center article discovery into the Zendesk ticket editor. Agents can search articles by keyword, preview results, insert formatted article links with one click, automatically receive localized results, and browse paginated results with section names without switching browser tabs.
• TicketMind (Support)
  • TicketMind is an AI support engineer designed to diagnose complex customer issues faster. It reasons across Zendesk tickets, knowledge bases, previous resolutions, SOPs, databases, APIs, and SaaS systems to identify likely root causes and generate reviewable responses in Zendesk. It is designed to reduce resolution time, expand Tier 1 capabilities, protect engineering capacity, and turn successful resolutions into reusable knowledge.
• Sentiment Stream (Support) (paid)
  • Sentiment Stream provides a live Zendesk triage board showing customer sentiment for active and recently closed conversations. Teams can sort and filter conversations by sentiment, change, duration, status, or group; see transcript-grounded explanations of sentiment changes; monitor average speed of answer and queue depth; identify queue-wait effects; and open conversations directly in Zendesk.
• Sendrel (Support) (paid)
  • Sendrel lets agents forward selected Zendesk ticket comments to external recipients and automatically put replies back onto the original ticket as internal notes. Agents can send individual comments, ranges, or the full conversation; include attachments; optionally create editable summaries in several languages; and use a shared address book, while keeping the interaction visible on the ticket rather than in individual email inboxes.

Products with no updates this week

• Admin Center
• Support
• Copilot
• Voice
• Analytics
• Zendesk Workforce Management (WFM)
• Zendesk QA
• Mobile SDKs

This week's release notes include:

• Knowledge and AI agents
• Voice
• Apps and integrations
• Products with no updates this week

Knowledge and AI agents

AI Agents:

• Agentic Messaging: If a customer's request still isn't clear after two clarifying questions, the agent escalates to a human agent rather than continuing to ask, preventing conversations from stalling in endless back-and-forth.

• Agentic Messaging: Smoother handoffs after a flow ends. When a procedure completes, the agent now waits for the customer's next message instead of automatically jumping back in with a generic "how can I help you?" If the customer has other open requests queued, the agent will still proactively move on to the next one.
• Agentic Email: procedures can now accurately reproduce long JWT/base64 links without the LLM dropping characters.

Knowledge:

• Restoring an older article revision no longer incorrectly offers save and migrate.
• Waiting for the editor's node transformation prevents caption changes from reverting to plain text.

Help Center

• Help Center now uses plural forms for “more articles” and request counts, and the preview bar handles right-to-left layouts correctly.

Voice

• Added a new call leg status: "Agent unreachable", along with a new metric called "Unreachable call legs." This metric tracks call legs that didn't ring because agents couldn't be reached, such as when their browser or Zendesk tab was closed, or due to network issues. This helps customers distinguish between genuinely missed calls (when the call rings but isn't answered) and cases where the agent could not have answered because they were unreachable (such as a closed browser or network disruptions that prevent the call from connecting).

Apps and integrations

• Rules Analysis by AgentCopilot (Support)
  • Rules Analysis gives Zendesk admins a single-page audit of every trigger, automation, and shared macro in their account — flagging the ones that are silently broken. Rules quietly decay as fields get deactivated, groups get renamed, and dropdown values disappear. Broken rules keep running but stop doing what they should — tickets route to the wrong queue, macros set values that no longer exist, automations fire without effect. Rules Analysis surfaces it all at a glance.
• Keito (Support)
  • Keito brings project-based time tracking into Zendesk Support. Agents connect their own Keito account, choose a project and task, then start or stop a timer directly from the ticket sidebar. The app shows the agent's time and the team's total time for the current ticket.
• CXConnect (Support)
  • CXConnect enables Zendesk Support agents and administrators to send proactive WhatsApp campaigns and notifications directly from Zendesk — without leaving the platform. All messages are delivered through Sunshine Conversations (Sunco), ensuring full compliance with WhatsApp Business API standards and complete conversation traceability inside Zendesk tickets.
• Conditional Dropdown Filter (Support)
  • Conditional Dropdown Filter lets admins connect two dropdown ticket fields so that when an agent selects a value in the parent field, the child field instantly shows only the relevant options.
• Holy Grail AI Agent (Support)
  • Holy Grail is a no-code platform for building enterprise-grade AI assistants — chatbots, e-mail assistants, and agent co-pilots — that companies can deploy without writing a single line of code. The Zendesk integration brings Holy Grail's AI agents directly into the support workflow. Deflect repetitive tickets with an AI chatbot trained on their own knowledge sources, draft and auto-respond to incoming e-mail tickets with full context from Zendesk, equip agents with a co-pilot that suggests answers, summarizes threads, and pulls from connected knowledge bases, and auto-resolve tickets end-to-end when the AI's confidence score exceeds a customer-defined threshold
• Thread (Support)
  • Thread is an agentic customer success platform from Thread Solution Inc. CS teams use Thread to automate onboarding, track customer health, and take action across the tools they already use. Connect your Zendesk in minutes: enter your subdomain, approve the OAuth consent screen, done. From then on, Thread's CSMs and AI agents can ground their work in your customers' real support experience.
• Sola (Support)
  • Sola is an AI-native automation platform that helps enterprises build intelligent agents for repetitive, multi-step work beyond traditional RPA. The Sola integration connects authorized Zendesk Support accounts to Sola workflows. Users can retrieve tickets, update ticket fields and status, add public replies or internal notes, and upload files. Administrators can also configure custom Zendesk API requests. These actions can be combined with other Sola steps to automate support operations while keeping the connected account and selected action explicit in each workflow.
• Holiday Greetings for Talk (Support) (paid)
  • Temporary holiday greetings take a few steps to set up and a few more to undo. This app puts all your holiday greetings in one place — and switches them on and off for you. Pick a holiday, or set your own dates and times. Choose your Talk lines, record or upload your greetings, and set the start and end. When the holiday starts, your holiday greetings go live. When it ends, your original greetings come back, exactly as they were — no morning-after cleanup. The app double-checks every change against Zendesk and emails you a confirmation when your greeting goes live and again when your original is restored — you never have to wonder.

Products with no updates this week

• Admin Center
• Support
• Copilot
• Analytics
• Contact Center
• Zendesk Workforce Management (WFM)
• Zendesk QA
• Mobile SDKs

Click Follow in the What's New section to be notified each month when the What's New is published.

Check out what's new in the last month:

• Support
• Accounts and billing
• AI agents
• Copilot
• Objects and business rules
• Security
• People
• Knowledge
• Messaging
• Contact Center
• Voice
• Analytics
• Workforce management
• Quality assurance
• Apps and integrations

Also don't miss:

• Zendesk early access programs
• What's new videos on YouTube

Support

• Multi-lookup relationship fields allow admins to create ticket fields that connect one ticket to multiple related records, such as users, organizations, assets, and custom objects. This simplifies workflows by enabling automation through action flows and business rules without custom logic. Multi-lookup fields are available on Zendesk Suite Professional and Support Enterprise plans. See Understanding relationship fields and Creating many-to-many relationships in Zendesk.
• The messaging integration in views improves how messaging activity is represented, updating the Latest Update timestamp more reliably and adding an active conversation indicator. This helps agents prioritize active messaging tickets more effectively with no action required from users. See Accessing and using the Views admin page.
• AI translations, already available for email, web form, and API, now support conversational channels (live chat and messaging). Translations run in real time so agents and customers can communicate in their own languages during live conversations. See Turning on and off AI translation for ticket conversations.
• The notifications list supports additional notifications for email tickets and reopened tickets. Also, agents can configure their own notifications settings in Admin Center. See Managing ticket notification settings in Admin Center.
• You can create links to connect directly to specific comments within a ticket and share it with others. Comment links make it easier to share the exact context with teammates, collaborate on complex requests, and reduce the time spent searching through ticket histories. See Linking directly to comments in a ticket.
• Enhancements to the unified agent status picker now give admins the ability to hide unnecessary statuses and reorder them to better match agent workflows. This customization improves efficiency by showing only relevant statuses and placing frequently used ones at the top. See Managing the unified agent statuses available to your agents.
• The audio comments feature for messaging and email tickets introduces an embedded audio recorder in Agent Workspace, allowing agents to record, review, and send audio replies directly within Zendesk. This streamlines workflows, speeds up responses, and enhances accessibility. The feature is enabled by default with an admin setting to control it. See Allowing agents to send audio messages and Receiving and sending audio comments in email and messaging tickets.

Accounts and billing

• You can view invoice details from the Invoices page in Admin Center. Invoice details include all transactions associated with an invoice, including payments, credit memos, refunds, and write-offs. Each transaction listed includes the transaction type, status, applied amount, and the remaining invoice balance after each transaction. See Managing invoices.

AI agents

• Cloning an AI agent now duplicates the AI agent's full configuration, including procedures, actions, knowledge sources, search rules, segments, and personalization settings. This improvement supports sandbox-to-production and sandbox-to-sandbox workflows, ensuring cloned agents behave like the original. See Cloning an AI agent.
• Admins can set templated opening and closing lines in email responses for AI agents with agentic AI. This allows you to set static, personalized opening and closing lines for AI-generated emails, ensuring brand consistency and predictability. See Configuring an AI agent’s opening and closing lines in email responses.
• Sources used for AI-generated answers now appear in a separate view. In the Web Widget and on social channels, customers can click to view the sources that an AI agent used to generate a reply, rather than seeing a lists of sources directly in the AI agent's response. This reduces clutter and improves readability for messaging conversations. See Displaying sources for generative replies.
• Schedules set in Admin Center now apply to AI agents. You can use a schedule to define the business hours, time zones, and holidays that affect escalation workflows for your AI agents. See Checking business hours and agent availability during AI agent conversations.
• Enhancements to the Resolution usage and Resolution allowance dashboards. You can filter by brand and tier. In addition, on the Resolution usage dashboard, you can also export resolution usage data for any selected date range. See Managing resolution usage and Managing resolution allowances.

Copilot

• Merge suggestions are now included at no additional cost for Suite and Support Professional plans and above, helping agents identify and merge related tickets to reduce handling time and duplicate tickets. Usage for this feature is pooled across all agents in an account. See Turning on and configuring AI-generated merge suggestions.
• Guided onboarding for auto assist is now available. It helps simplifies setup by guiding admins through selecting knowledge sources, enabling access, and publishing AI-generated procedures. This onboarding is available once per account in Admin Center. See Turning on and configuring auto assist.
• Admin copilot now includes role-based permissions for conversational assistance, allowing control over custom role access. It also features an expanded view for detailed responses and integrates Zendesk QA recommendations for proactive conversation quality improvement. See Managing access to admin copilot conversational assistance and Understanding admin copilot recommendations.
• The similar tickets feature in the Copilot add-on has been improved with a hybrid retrieval model that combines keyword and semantic matching. This feature now supports all languages and channels to find more relevant past solutions faster. See Turning on similar tickets.
• Version management for agent copilot and intelligent triage now allows you to inspect, save, compare, and deploy AI-related configurations across sandbox and production environments. This helps keep settings aligned and supports testing in sandbox before production deployment. See Inspecting sandbox and production account configurations.

Objects and business rules

• An update to action credits usage for native Zendesk actions allows unlimited automation of Zendesk operations, including all standard Zendesk actions and Zendesk-built external actions, without affecting credit usage. Action credits now apply to third-party connectors and custom actions only. See Monitoring the usage of action credits and action flow activity.
• The AI-powered object builder in admin copilot is now generally available, allowing admins to create and refine custom objects and fields using simple language and AI-generated models. This feature accelerates setup by reducing manual schema design and deployment effort. See Creating custom objects using the AI object builder.
• Flexible custom object record permissions for light agents and contributors allows admins to configure full object-level and record-level access permissions for the light agent and contributor roles, providing tailored access control and enhanced security. See Configuring permissions to access custom object records.

Security

• The Manage APIs permission introduces granular control for Enterprise plan admins to delegate API and OAuth client management to developers without full admin rights. It enables creation, editing, deletion of API tokens, OAuth clients, Conversations API credentials, and viewing API analytics. This enhances security by adhering to least privilege principles and improves operational efficiency. See Creating and editing custom roles.
• Access log webhooks enables admins to receive access log events in near real time at a customer-configured HTTPS endpoint, simplifying SIEM integration for customers with the Advanced Data Privacy and Protection add-on. This includes webhook subscriptions, batching, retries, and delivery receipts to enhance security workflows and reduce operational overhead. See Using the access log to monitor agent activity.
• Custom redaction suggestions enables organizations with the Advanced Data Privacy and Protection add-on to automatically detect unique types of personally identifiable information (PII) in tickets using custom regular expressions (RegEx). This helps protect sensitive data, reduce manual effort, and improve compliance by highlighting data for redaction in the Zendesk Agent Workspace. See Turning on and configuring redaction suggestions.
• The password security level update removes legacy Low, Medium, and High password levels for team members, migrating accounts to the Recommended level or updated Custom policies with stronger requirements. Passwords must be at least 12 characters and cannot resemble email addresses. Team members will be prompted to reset passwords after migration starting August 17, 2026. See Changing the password security level.
• The 12-hour session limit is being enforced for all team members to enhance account security by preventing indefinitely active sessions. This change rolls out in two phases based on current inactivity settings, with forced sign-outs for long-running sessions. Admins can review and adjust session expiration settings to comply with the new policy. See Customizing the inactivity session time-out period.

People

• The Team Member visibility change corrects a permissions issue in Admin Center for Enterprise customers by restricting agents with only Manage end users permission from seeing or accessing the Team Members page. This fix ensures access aligns with assigned permissions, requiring no action from users.

Knowledge

• The following knowledge connectors are now available to connect as external knowledge sources to your Zendesk account. Content from external knowledge sources is available wherever external content is used.
  • Salesforce
  • Hubspot

See Connecting external knowledge sources to your Zendesk account.

• The web crawler advanced URL filters and custom scheduler enhance crawl coverage and control by allowing up to 500 start URLs per crawler, multi-domain crawling, customizable refresh schedules, and up to 500 include and exclude filter rules. These improvements help target relevant content and improve search and AI responses. See Creating URL filters to scope website syncs.

Messaging

• Brand filtering in the messaging Web Widget allows end users to see only conversations associated with the brand they are currently engaging with, reducing confusion and improving conversation management. This filter applies to the last 100 conversations and requires multi-conversation support and multiple brands in the account. Mobile SDK support is coming soon. See Turning on brand filtering.
• WhatsApp business-scoped user IDs (BSUIDs) is now generally available in Zendesk and the Sunshine Conversations API, enabling support for WhatsApp users identified by BSUIDs instead of phone numbers as Meta rolls out WhatsApp usernames. This update allows BSUIDs to appear in API responses and events, updates the user identity model, and ensures message processing when phone numbers are unavailable. See Migrating your WhatsApp integration to BSUID.
• Admins can now use admin copilot to manage messaging triggers using natural language prompts. Copilot drafts or modifies the configurations for your review before any changes are finalized. See About admin copilot.
• Agents can exclude specific tickets from the auto-capacity release timer and messaging inactivity reminders. When automatic capacity release is turned on by an admin, a new Pause messaging reminders standard ticket field can be added to ticket forms and applied to tickets in the Agent Workspace, giving teams greater control over complex messaging conversations. See Automatically releasing agent capacity for inactive conversations and Editing ticket forms.
• Agents can more easily apply templates to WhatsApp messages after the 24-hour messaging period ends. Approved templates are automatically added to the WhatsApp templates page in Admin Center, and are immediately available to agents in the Agent Workspace. A new countdown clock lets them monitor how much time they have before the 24-hour window closes. See Using templates in WhatsApp conversations.

Contact Center

• Contact Center now supports agent-first callbacks. Customers can leave the queue without losing their place, and when it’s their turn, Contact Center offers the callback to an available agent before dialing the customer. Admins configure callbacks in Amazon Connect. See Amazon's doc Set up queued callback by creating flows, queues, and routing profiles.
• Native Zendesk Contact Center now supports agents working in multiple browser tabs or windows. When a call comes in, it rings and displays in each open tab, but Contact Center creates only one ticket for the call. This helps prevent duplicate tickets, reduce agent confusion, and improve reporting accuracy. No action is required.

Voice

• Zendesk Voice admins with the Copilot add-on can now add call transcripts and AI summaries as collapsible comments instead of internal notes. This helps reduce ticket clutter and makes conversations easier to read. This setting applies only to future calls. Existing transcripts and summaries remain in their original format. To use this option, select Add transcript and summary as collapsible comments in your call transcription settings.

Analytics

• The real-time monitoring assistant now features conversational commands that let supervisors take action directly from the monitoring workspace. See Managing tickets and agents using the real-time monitoring assistant.
• Customizable columns and filters in search results now supports adding custom fields, expanding beyond the previous limitation to standard fields only. This enhancement is available to all Support or Suite plans. See Announcing customizable columns in search results and Announcing customizable filters for advanced search.

Workforce management

• The automatic agent status updates in Zendesk Workforce Management (WFM) now offer new admin controls to customize when tracked activities from the Zendesk WFM Chrome extension update agent statuses. Admins can enable or disable updates globally, per URL mapping, or for unmapped URLs, allowing more flexible tracking without unintended status changes. See Tracking agent time spent outside of Zendesk.

Quality assurance

• The Reviewer QA assignments and dashboard feature in Zendesk QA introduces automated, randomized evaluations of reviewers to improve accuracy and consistency. It provides leads and managers with detailed performance insights and supports unbiased, data-driven quality assurance. See Setting up reviewer QA assignments and Reviewer QA dashboard.

Apps and integrations

• More granular OAuth client scopes introduces finer control over OAuth client permissions by allowing admins to configure allowed scopes in Admin Center. This enhances security by applying the principle of least privilege and expanding available OAuth scopes. See Using OAuth authentication with your application.
• Action flow connectors are now managed in a dedicated segment of the Zendesk Marketplace, featuring over 50 new connectors, including Slack and Microsoft Teams, plus a new MCP Client and enhanced Marketplace UI for seamless workflow integration.
• New action builder connectors for ClickUp and Magento 2 enable teams to automate workflows by integrating project management and ecommerce operations with Zendesk support. These connectors allow creating and updating tasks in ClickUp and accessing ecommerce data in Magento 2 directly within action flows. See Using ClickUp actions in action flows and Using Magento 2 actions in action flows.
• The Connections page in Admin Center centralizes all external system connections in one place, allowing setup, review, and maintenance without switching products. It features a unified list, connector library, search, detailed connection info, and seamless reconnection. Existing connections migrate automatically. See Creating connections to integrate with external services.
• The MCP client is now generally available. Admins can connect their Zendesk account to public and private MCP servers to make their MCP tools available for use in action flows. This streamlines data fetching and actions in external systems across AI-powered features. See Connecting to MCP servers and using MCP tools in action flows.
• The App framework for custom object records is now generally available, allowing developers to build contextual sidebar applications directly on Custom object record pages within the Zendesk Agent Workspace. This enables tailored experiences for various business entities and seamless workflows, reducing context switching for agents. See Custom object sidebar apps and Custom object record sidebar for more details.

Employee services

• Custom tasks and task lists make it possible for agents and admins to create and add custom tasks and task lists directly within tickets without admin setup. This enhances flexibility in tracking ticket-specific actions and integrates with automated workflows. See Using task lists within tickets.
• Admins can customize ITAM asset fields, including reordering asset fields per asset type, hiding standard asset fields from agent views, and using asset events as action flow triggers. Additionally, the Purchase cost field type changes from decimal to currency, reflecting the account's billing currency. See Reordering asset fields and Hiding unused standard asset fields.
• New standard user fields for employees for Employee Service Suite plans are: Job Title, Manager, and Team—automatically added to every user record on Employee Service Suite plans. These fields streamline workflows like approval routing, IT asset tracking, and HR integrations. See About user fields.
• Existing tickets can now be converted to service catalog requests, allowing agents and business rules to associate tickets from any channel with service catalog items using the Service ticket field. This streamlines triage workflows and automates classification of service requests. See Converting tickets to service requests.

Knowledge and AI agents

AI Copilot Procedures

New:

• Admins in the Knowledge Copilot EAP can now manage the "Automatically generate procedures" setting in Admin Center > AI > Knowledge, rather than from the procedures list.
• The banner announcing AI-generated procedures is now pinned to the top of the procedures list and can be dismissed. The in-page toggle is replaced with a link to Admin Center AI knowledge settings.

AI Agents Insights

Fixed:

• Fixed an issue where article recommendations were generated using the account locale instead of the brand's Help Center locale.

AI agents - Advanced

New:

• Unprocessed messages are now flagged in the conversation logs. Users can now see which end-
  user messages the AI agent ignored while executing a previous process.
• Agentic email: Emails with multiple procedure requests, or a knowledge question and a procedure request, can now be handled together within the same email, rather than being escalated to a human agent.

Knowledge in Agent Workspace

Fixed:

• Fixed an issue where tags older than 60 days didn't appear in autocomplete when building a user segment, so admins can now select from any of their account's tags, not just recently used ones.

Knowledge Editor

New:

• Renamed "Content freshness" to "Content coverage" on article-update recommendations in Copilot. This aligns the subtitle copy with the "Create an article" recommendation.
• The animate accordion toggle provides a smooth panel transition using::details-content + intrinsic-size interpolation as a progressive CSS enhancement; unsupported browsers keep the native toggle.

Fixed:

• Article translations now automatically expand referenced content blocks before processing
• Changes made to an article title are preserved instead of reverting to the previous version.
• Fix callout spacing and icon resizing. The grid gap was leaking between content rows, and the icon wasn't respecting the configured size

Help Center

Fixed:

• Improved article rendering performance by avoiding redundant HTML sanitization and parsing during page rendering.

Contact Center

New:

• Contact Center now supports agents running Zendesk in multiple browser tabs. A call rings on all open tabs, but Zendesk creates only one ticket.
• Agent first callbacks let customers leave the queue without losing their place; the system rings the agent first, then automatically dials the customer.
• Agents can now accept or decline incoming calls directly from the browser notification, without switching back to the Zendesk tab, so they can keep working in other applications and still answer calls promptly. Notifications need to be enabled in the browser and in agent settings. See Configuring browser notifications.

Fixed:

• Fixed an issue where pressing the pause or play media keys would trigger the ringtone, causing agents to hear it even if they were actively on a call.

Mobile SDKs

Android release 3.0.0

New:

• Minimum API level is now 24 (Android 7.0). Applications integrating the SDK must target Android 7.0 or higher.
• Removed the deprecated Messaging module. The Messaging module public APIs, deprecated since 2.0.0, have been removed. Use the Zendesk module public APIs instead.
• Additional language support: Added support for Estonian, Croatian, Icelandic, Kurdish, Lithuanian, Latvian, Slovenian, Albanian, Serbian, and Urdu.
• Reduced permissions: Removed the READ_EXTERNAL_STORAGE permission requirement from the SDK.
• Image loading performance: The SDK reuses the same image loader instance across recompositions and in both XML and Compose components, reducing unnecessary image reloads.

Dependency Updates:

• Coil updated to 3.4.0
• Retrofit updated to 3.0
• OkHttp BOM updated to 5.4.0
• Jetpack Compose Bill of Materials (BOM) updated to 2026.08.00
• Firebase BOM updated to 34.17.0

Apps and integrations

New:

• Aktie Send (Support)
  • Sends approved WhatsApp template messages from the ticket sidebar, threads replies back to the ticket, and provides compliance controls and delivery tracking.
• Public Comment Alert (Support) (paid)
  • Displays a confirmation modal before sending public replies, helping agents review recipients and comments before updating a ticket.
• Article Import & Export (Support) (paid)
  • Imports and exports multiple Guide articles using CSV files, supporting bulk creation, editing, sorting, and overwriting by article ID.
• Macro Import & Export (Support) (paid)
  • Imports and exports multiple Zendesk macros in CSV format, including bulk creation and modification using macro IDs.
• All View Display (Support) (paid)
  • Removes the standard limit on displayed views and organizes shared, personal, and group views into switchable tabs.
• Batch Email Sender (Support) (paid)
  • Builds user lists and sends bulk email by generating tickets, with a workflow for selecting recipients, senders, and responsible agents.
• URL Opener (Support) (paid)
  • Adds up to two configurable URL buttons to the ticket window, using ticket and customer information as URL variables.
• Atlas 2026 Edition (Theme)
  • A polished, product-oriented Guide theme designed for B2B SaaS, developer tools, fintech, and documentation-heavy organizations.
• Primer (Theme)
  • An education-focused Guide theme with persistent sidebar navigation for organizing admissions, courses, tuition, and campus services.
• Aisle (Theme)
  • A retail-focused Guide theme that keeps orders, tracking, returns, payments, sizing, and gift cards easy to navigate.
• Reel (Theme)
  • A media and subscription-focused Guide theme for organizing streaming, devices, plans, billing, and account access content.
• Anvil (Theme)
  • An industrial support theme emphasizing high-contrast navigation, readable reference codes, procedures, safety, maintenance, and technical specifications.
• Pulse (Theme)
  • A healthcare-oriented theme for organizing appointments, records, billing, prescriptions, privacy, and account access.
• Capitol (Theme)
  • A government-focused Guide theme for organizing permits, licensing, utilities, billing, records, and public-service requests.
• Route (Theme)
  • A transit-inspired, high-contrast Guide theme with clear hierarchy and short reading paths.
• DeveloperHub Docs (Support)
  • DeveloperHub is a documentation platform that helps software companies write, publish, and maintain product documentation, API references, developer guides, and knowledge bases from one place. DeveloperHub Docs brings that same published documentation into Zendesk Support, so agents can answer tickets with the exact page a customer needs.
• AI Ticket Tagger (Support)
  • AI Ticket Tagger reads the subject and description of the ticket you have open and suggests the most relevant tags from your own custom tag categories, right in the ticket sidebar.
• Kai (Support)
  • Kai connects Kai’s AI platform with Zendesk so authorized users can create and route support tickets.
• GetSupportClarity (Support)
  • Converts Zendesk activity into operational dashboards, leadership scorecards, AI-assisted summaries, drilldowns, exports, and synchronization-health reviews.
• Zendesk Migration (Support)
  • Provides guided, secure, self-service migration of supported Freshdesk data and ticket history into Zendesk.
• LaunchBrightly (Support)
  • LaunchBrightly eliminates the manual effort of keeping product screenshots up to date in your Zendesk Help Center. LaunchBrightly automates product screenshots by capturing authenticated application views, applying styling and annotations, and generating variants for different devices, themes, and languages.
• Ticket Search & Export (Support) (paid)
  • Searches tickets using keywords, custom fields, and advanced filters, then exports ticket data and comments to CSV.
• User Search & Export (Support) (paid)
  • Searches users by keywords, profile information, or tags, lets agents customize result columns, and exports results as CSV.
• Snipzilla Templates (Support) (paid)
  • Provides reusable canned responses with smart tokens, prompts, folders, suggestions, macro import/export, and usage analytics.
• Ticket Printer (Support)
  • Ticket Printer gives Zendesk Support agents control over what appears in a printed ticket record. Choose ticket and custom fields, then include the first, latest, all, or individually selected comments. Filter the conversation by public replies, internal notes, or specific commenters.

Products with no updates this week

• Admin Center
• Support
• Copilot
• Analytics
• Voice
• Zendesk Workforce Management (WFM)
• Zendesk QA

See the What's New section for an overview of what was released last month.

This week's release notes include:

• Knowledge and AI agents
• Voice
• Zendesk Workforce Management (WFM)
• Apps and integrations
• Products with no updates this week

Knowledge and AI agents

Editor

Fixed:

• Signing out while viewing a different brand's Help Center (via ?brand_id=…) sent users to /hc on the default brand, 404ing if that brand had no HC; GuideChromeController#sign_out_path now uses the brand actually being rendered.
• The SSRF guard added previously blocked trusted, server-generated download URLs from the Asset Upload Service that legitimately resolve to cluster-local addresses; those AUS-derived call sites now skip destination verification.
• Fixed translation routing losing the locale after switching translations. Switching to the HTML body for translations stopped returning a locale, breaking translation routing updates.
• Removing a callout with the caret inside it could leave the accordion's content without a paragraph; callout removal now uses CKEditor's native widget deletion so an empty, editable paragraph is restored.
• Preview surfaces (HTML preview, AI translation modal, diff views) weren't loading the shared baseline CSS, causing unstyled or double-styled callouts against the editor's own callout.css.
• Inserting content after (or around) a tabs or accordion component was not possible when it was the last element. Pressing escape now focuses the block so content can be added above or below.

Voice

New:

• Agents can now collapse the live call transcript and call summary panels in Voice, making it easier to focus on the active call while keeping those details available when needed. See Using generative AI to create call summaries and transcripts on tickets.

Zendesk Workforce Management (WFM)

New:

• Customers can now check who performed changes and when those changes were made to the Forecast. This information is available on the audit logs page.

Apps and integrations

New:

• Rollout Control (Support) (paid)
  • Rollout Control sends a percentage of new tickets through a workflow change before you turn it on for everyone. Start at 10%, check the results, ramp up when you're confident, or pause in one click if something's off. Every routing change, AI response flow, or CSAT trigger you turn on hits every ticket the moment it goes live. If something's wrong, you find out at scale. Rollout Control gives your team a way to test first.
• Ledger (Theme)
  • Ledger is a free Zendesk help center theme for financial services. Ledger gives banks, fintechs, lenders, and payment platforms a precise, trust-forward Guide theme, with every color, font, and layout option customizable from Theming Center, no code required.
• Chalk (Theme)
  • Chalk is a free Zendesk help center theme for education. Chalk gives schools, universities, and learning platforms a warm, accessible Guide theme, with every color, font, and layout option customizable from Theming Center, no code required.
• Public (Theme)
  • Public is a free Zendesk help center theme for government. Public gives cities, counties, agencies, and public utilities a clear, accessible Guide theme set in Public Sans, with every color, font, and layout option customizable from Theming Center, no code required.
• Shop (Theme)
  • Shop is a free Zendesk help center theme for retail. Shop gives ecommerce brands, retailers, and consumer marketplaces a clean, fast Guide theme, with every color, font, and layout option customizable from Theming Center, no code required.
• Stack (Theme)
  • Stack is a free Zendesk help center theme for software and cloud services. Stack gives SaaS companies, developer tools, and cloud platforms a clean, technical Guide theme, with every color, font, and layout option customizable from Theming Center, no code required.
• Signal (Theme)
  • Signal is a free Zendesk help center theme for telecommunications. Signal gives mobile carriers, internet providers, and connectivity platforms a bright, reassuring Guide theme, with every color, font, and layout option customizable from Theming Center, no code required.
• Forge (Theme)
  • Forge is a free Zendesk help center theme for manufacturing. Forge gives equipment makers, industrial suppliers, and parts distributors a rugged, high-contrast Guide theme, with every color, font, and layout option customizable from Theming Center, no code required.
• Cast (Theme)
  • Cast is a free Zendesk help center theme for media. Cast gives streaming services, publishers, and audio platforms a bold, editorial Guide theme, with every color, font, and layout option customizable from Theming Center, no code required.
• Improvado (Support)
  • Improvado is an AI-powered marketing intelligence platform for enterprise marketing, revenue, and support teams. It connects 500+ data sources, automates data preparation, and delivers analytics-ready data to your data warehouse and BI tools. Extract tickets, users, and ticket fields from the Zendesk REST API v2, on a schedule you control. Data is transferred over TLS and delivered to the customer's own Improvado workspace and data warehouse, and is used only to produce that customer's analytics.
• Recurring Tickets by Veryation (Support) (paid)
  • Recurring Tickets by Veryation puts routine work on autopilot. Define a ticket once — subject, description, requester, assignee group, priority, type, and tags — choose a schedule, and it creates that ticket automatically every time it falls due. It is built for work that happens on a cadence: preventative maintenance, compliance and audit evidence, periodic access reviews, recurring reports, and follow-ups nobody can afford to forget.
• Gatekeeper Bot (Support) (paid)
  • Gatekeeper Bot automatically collects customer information before routing conversations to your agents — so every ticket arrives with the right fields already filled in. The bot engages customers in natural dialogue, asking questions one at a time in the customer’s own language. A structured form is delivered inside the messaging channel. Ideal for straightforward intake flows or when you prefer not to use AI.
• Asyntai AI Agent (Support)
  • Asyntai AI Agent adds an AI customer support agent to your Zendesk Messaging channels. Once installed, the bot answers your customers' questions instantly — 24/7, in 36 languages, automatically detected from the customer's message. The AI uses your own website content, FAQs, and product information to give answers that actually reflect your business — not generic responses. Conversations carry context, so follow-up questions are handled naturally.

Products with no updates this week

• Admin Center
• Support
• Copilot
• AI agents - Advanced
• Contact Center
• Analytics
• Mobile SDK's
• Zendesk QA

See the What's New section for an overview of what was released last month.

This week's release notes include:

• Copilot
• Knowledge and AI agents
• Apps and integrations
• Products with no updates this week

Copilot

New:

• Intelligent triage: The topic in ticket in header and sentiment in ticket in header settings were moved to topic and sentiment pages, respectively.

Knowledge and AI agents

New:

Web Crawler

• You can now create and update records without a URL when the source type does not require one.
• You can now configure up to 500 include and exclude URL rules per crawler.

Knowledge Editor

• If your help center uses a custom theme and you want to implement your own tab behavior (for example, custom animations, analytics, or framework integrations), you can turn off the built-in tabs JavaScript. This lets you keep the tabs authoring experience in the editor while taking full control of how tabs behave on the published page.

Knowledge Help Center

• Documented the theme migration tool for users and developers.

AI Agents

• Customers can now restrict a use case to one or more customer segments to ensure that only the right customers are matched to the use case.
• The Link node, already available in messaging and voice, can now be used in procedures running on the email or ticket channel, so a procedure can hand off to another use case.

Fixed:

Help Center

• The help center language selector now shows the native name "日本語（日本" for the Japanese locale instead of displaying it in English.

Web Crawler

• Fixed an issue where redirects containing accented or other non-ASCII characters could silently fail.

Knowledge Editor

• The server-side URL fetches now reject non-HTTP (S) schemes and loopback/internal-resolving addresses, closing a BugCrowd-reported hole.
• Attachment downloads by a system user impersonating another user (e.g. Advanced Configuration Management) no longer redirect-loop into a 400 on host-mapped, multi-brand help centers.
• Themes can now opt out of built-in tab auto-init via data-wysiwyg-tabs-no-init on an ancestor element, so themes can ship their own tab JS.

changed permalink

Apps and integrations

New:

• SwiftCX Agent Assist (Support)
  • SwiftCX Agent Assist lives in the Zendesk agent workspace as a sidebar app. It reads the full ticket thread and leverages your knowledge base to deliver the right assistance—instantly. Generate accurate, on-brand replies using ticket context, KB articles, and playbooks. Deliver consistent, high-quality responses across every agent. Agents review, edit, and send — your team stays in control.
• Ticket Goal Tracker (Support)
  • Ticket Goals gives support managers a real-time view of how agents are tracking against their weekly ticket targets - and gives agents a clear, always-visible picture of where they stand. When an agent opens any ticket, a right-panel widget shows their solved count, a projected total including pending tickets, and a pace indicator updated throughout the week. No digging through reports, no manual tallying. For admins, a dashboard surfaces every agent in your enabled groups with their current progress, projected totals, and flagging status - all in one table.
• Auto Ticket Assignee (Support)
  • Auto Ticket Assignee streamlines ticket ownership directly in the Zendesk Agent Workspace ticket sidebar. When a non-admin agent opens an unassigned ticket, the ticket is automatically assigned to them, so ownership is clear from the moment they start working. If other agents are already viewing the same ticket, auto-assignment is held back, and the agent is shown who else is on the ticket, with the option to pick it up manually. This prevents accidental takeovers and duplicated work.
• Shelf Agent Experience (Support)
  • Shelf Agent Experience is an intelligent sidebar companion for Zendesk Support agents. Shelf can create conversation summaries to help agents catch up on long or complex ticket threads, identify what customers need and how they feel with intent and sentiment detection, suggest replies and provide editable response drafts grounded in your organization's knowledge, and more.
• Triage Genius (Support)
  • Triage Genius brings autonomous, AI-powered intelligent triage to Zendesk Support. Every new ticket is automatically classified by category, priority, language, and (optionally) sentiment, and the results are written straight back to the ticket as native fields and tags.
• Smart Document Data Extraction by Knots (Support)
  • Smart Document Data Extraction by Knots turns every attached document into structured ticket data the moment it arrives. When a ticket comes in with a form, ID, receipt, or certificate, the app reads the attachment, extracts the fields your team needs, and fills in your Zendesk ticket fields. Structured, validated, ready to act on.
• Chatislav (Support)
  • Chatislav is an AI agent and chatbot platform that lets businesses create customized conversational AI agents for text, email, voice, and visual support, trained on their own data. The platform functions as a customer support agent, e-commerce assistant, and personal assistant, automating inquiries and routine conversations to improve efficiency and save businesses time and money.
• MergeYard Chat (Support) (paid)
  • MergeYard Chat helps Zendesk Support teams collaborate around tickets without losing the internal decision trail. MergeYard is built for support teams that already work in Zendesk Support. The app gives agents a dedicated internal collaboration layer for ticket-linked discussions, team channels, direct messages, threads, escalation spaces, and quick call handoffs when enabled.
• Nova (Theme)
  • Nova is a fully responsive multipurpose Zendesk theme for your Guide Help Center. It is easy to brand through the Guide settings UI, with a classic header, KB sidebar, advanced search, and color palettes—no code required. Built for Templating API v4, with support for AI-generated answers when enabled on your plan.
• Lexicon (Theme)
  • Lexicon is an editorial Help Center with curved photo hero, popular articles, category tiles, and a knowledge-base sidebar. Fully responsive Zendesk Guide theme (Templating API v4), brandable from the Guide settings UI—no code required.
• Ecale (Theme)
  • Escale is an immersive water-hero Help Center with soft-wave transitions and overlapping category cards. Fully responsive Zendesk Guide theme (Templating API v4), brandable from the Guide settings UI—no code required.
• refurbed Connector by Volvox (Support) (paid)
  • refurbed Connector by Volvox unleashes the power of seamless order data retrieval from any refurbed marketplace. Provide your agents with lightning-fast insights for exceptional customer support. Effortlessly retrieve order details directly from a ticket field, instantly view detailed billing and shipping information related to the ticket, and access comprehensive ordered product details with ease.
• Template Identifier by inFocusCX (Support)
  • Template Identifier by inFocusCX helps users who use WhatsApp identify what type of WhatsApp message template a conversation originated from. When a company starts a WhatsApp contact, it is required to send a template. However, when the client responds, the ticket created only traces the response, with no reference to the original message template type. This app helps to solve this issue by providing the original message from WhatsApp.
• Setloop (Support) (paid)
  • Setloop is a Shopify integration built for support teams running customer service on Zendesk. It brings Shopify order management directly into the ticket sidebar, so agents never have to leave Zendesk to look up or act on a customer's order. Automatically show a customer's Shopify orders in the ticket sidebar, matched by the ticket requester's email. Display order details: line items, totals, financial and fulfillment status, and shipping address. Process full, partial, and shipping refunds and more.
• Xero Integration by Gravity CX (Support) (paid)
  • Xero Integration by Gravity CX brings your customers' Xero financials into Zendesk. When an agent opens a ticket, this app matches the requester to a contact in your connected Xero organization and surfaces their account at a glance — no tab-switching, no copy-pasting. View invoices grouped into outstanding, paid, and draft, with the current outstanding balance per currency and overdue flags. Open full invoice details inside Zendesk — line items, discounts, tax, and totals — without leaving the ticket
• Boomerang Magic (Support)
  • Boomerang Magic is a post-purchase platform from One Degree Labs that helps brands support customers after the sale—warranty registration, claims, product setup, returns, and more—so agents can resolve issues faster without leaving Zendesk. Automatically surface warranties for the ticket requester using Boomerang ticket tags and/or requester email. Open warranty details and related claim information without switching tools. Approve, reject, reset, or approve-and-redeem claims directly from the sidebar. Keep claim and warranty status in sync with Boomerang Magic so agents always act on current data.
• GetHuman (Support)
  • GetHuman connects your team to a live human at any company, without the hold time. When working on a ticket, enter the company to call in the "GetHuman Call Target" field. GetHuman dials out, navigates the phone menu, and waits on hold. When a real person picks up, your agent's ticket pops and they take the call. The outcome and a recording link are saved to the ticket.
• Prompter AI (Support)
  • Prompter AI helps you build reusable prompt templates using ticket and agent placeholders. Prompter AI automatically fills them in with real ticket context and agent details before sending the request, so every prompt is accurate and ready to go. Prompter AI reads the ticket and agent data available within the app, maps it to the placeholders in your chosen template, and sends the completed prompt to the AI provider you've connected. The result comes back right where you're working — no tab-switching required.
• Simon Review (Support)
  • Simon Review adds an institutional communication governance step to agent-authored replies in Zendesk Support. It reviews a proposed customer-facing communication before it is delivered and returns one of three outcomes: Approved, Calibrated, or Held. Agents draft replies normally in the ticket editor. Before sending, the agent clicks Review with Simon in the ticket sidebar. Simon reviews the current draft against the organization's approved governance requirements and returns a result. Simon never sends replies automatically. The agent decides whether to apply the reviewed text and remains in control of every send. Each review produces a Receipt ID that provides evidence a governance review occurred.
• Organization Search & Export (Support) (paid)
  • Organization Search & Export enables multiple organization search and export based on keywords and other conditions. The exported file is provided in CSV format.
• AttachmentFlow (Support)
  • AttachmentFlow helps Zendesk Support teams move attachments between side conversations and the main ticket without downloading and uploading the files again. Agents can copy selected supplier or partner files into the main ticket as an internal note. They can also send selected main-ticket attachments to an existing email side conversation. Every transfer is started manually by an authorized agent; AttachmentFlow does not run automatic or background synchronization. After a transfer, AttachmentFlow attempts to add an internal audit note. If the files were copied but the audit note fails, the app displays a warning; the copied files remain at the selected destination.
• Lincoln Cannon LLC (Support)
  • Lincoln Cannon helps you sync Help Center into AI knowledge bases and let assistants manage articles. After an administrator authorizes read-only Help Center access, published articles are exported to your organization's knowledge base so assistants can answer customer questions and cite the original Help Center pages. When an administrator connects write-capable Help Center access for a specific assistant, that assistant can list, search, read, create, update, and archive Help Center articles (including updating a single article section) on your behalf.
• Artica (Support)
  • Artica finds what your customers are asking, spots the gaps in your Zendesk help center, and helps your team fix them. Connect Zendesk and Artica reads your last 30 days of tickets, grouping them into the specific questions your customers keep asking, in their words, not your taxonomy. Every topic is checked against your published help center daily: covered, partly covered, or not covered. You always know exactly which questions have answers and which ones are generating tickets with nothing to catch them. Then Artica helps your team write what's missing. Articles arrive already titled and structured. Add the answer yourself, capture a workflow in your browser with the Chrome extension, or start from an outline. Finished drafts push straight to Zendesk as unpublished articles, ready for you to review and publish.

Products with no updates this week

• Admin Center
• Support
• AI agents - Advanced
• Contact Center
• Voice
• Analytics
• Mobile SDK's
• Zendesk Workforce Management (WFM)
• Zendesk QA

See the What's New section for an overview of what was released last month.

This week's release notes include:

• Copilot
• Contact Center
• Knowledge & AI agents
• Apps and integrations
• Products with no updates this week

Copilot

New:

• Auto assist will no longer provide suggestions on a given ticket to agents who dismissed a suggestion three times in a row on that ticket.
• Links to articles from external sources used by auto assist to generate a suggestion will be visible in the Sources section of the rationale; for articles that don't have a URL that can be accessed, just the title of the article will be provided.
• AI translations are now generally available for messaging and chat, completing channel coverage alongside email, web form, and API.

Contact Center

Fixed:

• Contact Center App
  • Fixed an issue that stopped some agents' names from appearing in the voicemail configuration page when the list of agents spanned multiple pages.

Knowledge & AI agents

New:

AI Agents

• With the voice testing widget, you can test and refine your voice AI agents directly from the AI agent dashboard, without placing a real phone call.
• Full audio recordings of AI agent caller conversations are now available directly in the Agent Workspace. The recording appears on the ticket alongside the transcript and summary, playable directly from the ticket view just like a standard call recording.
• Your voice AI agent can now text the current caller a message you configure, mid-call, without escalating or following up manually.
• Your voice AI agent can now reply to the current caller in writing during a call, delivered by email.
• The RAG agent model and prompt for the email channel have been updated for more faithful answers without materially affecting answer rates.

Web Crawler

• Admins can now create up to 50 web crawlers per account, up from 20.

Fixed:

Editor

• Opening a template via a locale-specific URL no longer falls back to the English source.
• Added missing accessible names (WCAG 4.1.2) and corrected an invalid ARIA role (aria-allowed-role) on tab panels.
• Fixed non-inline attachment downloads failing (HTTP 400) for system-user callers (such as Advanced Configuration Management) on host-mapped, multi-brand help centers.
• Raised the AI-translation excluded terms limit from 300 to 2,000 to match what had already been communicated. Production had silently been enforcing 300.
• Faster article and procedure caching when inserting help center articles and procedures into a procedure body.

Procedure Recommendations

• Fixed an issue where the settings section appeared in the AI-generated procedure editor sidebar even when the procedure had no recommendation sources configured, opening to an empty panel.

Management

• Fixed an issue where the Total Assisted Tickets column in the procedures list could display a % suffix instead of an absolute count.

AI Agents

• Fixed a bug that led to an increase in invalidation of user tokens, leading to logouts.

Web Crawler

• Fixed an issue where temporary page-fetch failures could cause available content to be lost during a crawl.

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Apps and integrations

New:

• MadCap Connect (Support)
  • MadCap Connect helps organizations create, manage, and deliver technical documentation and knowledge content across support, self-service, and customer experience channels. With the MadCap Flare Zendesk integration, teams can author and manage content in Flare and publish directly to Zendesk Help Center while maintaining consistency across documentation and support resources. Eliminate manual copy-and-paste workflows and repetitive formatting. Reuse content across documentation, knowledge base articles, and support resources and keep content consistent across products, teams, and regions
• Internal Notes Copier (Support) (paid)
  • Internal Notes Copier copies the most current internal notes to public replies. Reduces copy-paste errors by automatically transferring internal note content into the public reply field.
• RAUM AI Assistant (Support)
  • RAUM AI Assistant brings AI writing tools to the ticket editor so agents can respond faster and more consistently. Generate drafts from ticket context, rewrite replies in one click, and translate into 20+ languages without leaving the ticket.
• Agent License Monitor (Support) (paid)
  • Agent License Monitor helps Zendesk administrators manage agent licenses and communicate with specific user groups. Easily identify licensed agents and admins who have not logged in within a configurable period (1–24 months). Toggle Light Agents in or out of the view. Export results to CSV. Summary statistics at the top show total licensed users, inactive count, active count, and license utilization — all updated in real time as you adjust filters.

Products with no updates this week

• Admin Center
• Support
• AI agents - Advanced
• Voice
• Analytics
• Mobile SDK's
• Zendesk Workforce Management (WFM)
• Zendesk QA

See the What's New section for an overview of what was released last month.

This week's release notes include:

• Admin Center
• Copilot
• Voice
• Contact Center
• Knowledge
• Mobile SDK's
• Apps and integrations
• Products with no updates this week

Admin Center

New:

• As of July 28, API tokens unused for more than 30 days auto-deactivate. Tokens already deactivated for more than 60 days are deleted. New accounts can't create or use API tokens.
• Enhanced session security is rolled out to all accounts as of July 28. See Understanding Zendesk session time.

Copilot

New:

• Auto assist can now access articles with user segment "Visible to everyone" in Knowledge help centers that require a sign-in. To allow that, go to Admin Center > AI > Auto assist > Manage permissions > Internal content and select Visible to everyone from the dropdown.
• The agent workspace list of topics (topic in ticket header and left side field) only shows active topics.

Voice

New:

• Released the ability to view live transcripts in agent workspace. Rollout started on July 29th and will end on August 7th. For more information, see Using real-time AI suggestions for voice calls.

Contact Center

New:

• Agents using native Contact Center can now see real-time agent status, availability, and queue information before transferring a call, helping them choose the right transfer target and set better expectations for queue wait times. See Transferring calls.
• Agents can now view real-time call transcripts with speaker identification, searchable text, and timestamps during active calls. Live transcription is available for Contact Center customers using Amazon Contact Lens. See Using live transcripts.

Fixed:

• We've fixed the following for agent settings:
  • The "Must include area code" validation was defaulting to the US country code when no country code is selected.
  • The desktop phone's empty state was showing a US flag instead of a globe icon, now corrected to the globe icon.
  • The phone type selector was displaying only "Softphone" for the default option, instead of "Softphone (Default)". It now shows "Softphone (Default)" to distinguish it from a non-default softphone selection.
  • The "Leave without saving" error only triggered when navigating to another settings tab, not when closing the tab; this now triggers in both cases.

Knowledge

Knowledge creation and editing

New:

• Callouts, tabs, and accordions now render fully styled in the article preview inside the agent ticket interface, so agents see the same formatting that readers see in the help center. See:
  • Using tabs to group content in the article editor
  • Using accordions to create expandable and collapsible sections in the article editor
  • Using callouts to highlight content in the article editor

Fixed:

• Fixed an issue where the article editor did not show the most recent content for articles managed through the API
• Fixed an issue where agents were sent into a redirect loop when opening Support from the product tray on a host-mapped help center belonging to a secondary brand.

Help Center

New:

• Copenhagen theme: The Help Center API now supports creating and deleting user subscriptions, so you can follow and unfollow a user programmatically instead of only through the help center UI.

Fixed:

• Lisbon theme: Fixed an issue where articles the AI agent referenced in a conversation would not open for accounts using Essential AI Agent
• Articles containing a dynamic content placeholder that no longer resolves now render instead of returning an error.

Web Crawler

New:

• You can now create up to 50 web crawlers per account, up from the previous limit of 20. This allows you to sync and index content from more external sources without needing workarounds.

Fixed:

• Fixed an issue where web crawlers would fail with "Page fetch failed" errors when the URL extraction service was temporarily unavailable, preventing content from being incorrectly purged during transient service issues.

Mobile SDK's

New:

• The SDK is now fully compatible with Android 17, aligning with the latest updates and platform requirements from Google.
• Following a change introduced in Android Gradle Plugin 9.0, applications integrating the SDK must now use the same or a higher compile SDK version. This release requires compileSdk 37. This requirement does not affect the consuming app’s target SDK version. Learn more in the AGP 9.0 release notes.
• The Android Gradle plugin was updated from 8.13.2 to 9.2.1

Fixed:

• Fixed an issue where the navigation bar buttons on Xiaomi devices had poor contrast, improving visibility for the SDK's UI elements.

Apps and integrations

New:

• Guardrails (Support) (paid)
  • Guardrails helps you enforce brand standards, workflow rules, and quality expectations inside the Zendesk agent experience before costly support mistakes happen. Tailor each guardrail carefully based on ticket attributes and agent changes. Use flexible condition logic to define when a guardrail should run, including ticket fields, assignee status, group assignment, custom fields, user role, and more.
• Lleverage (Support)
  • Lleverage is a low-code AI development platform that lets teams build visual workflows by connecting nodes on a canvas. Each node performs a specific function — AI generation, data processing, integrations — that can be chained together to automate business processes. Connect your Zendesk account to Lleverage and use your support data in AI-powered workflows. No code required.
• SevenRooms Reservations (Support) (paid)
  • SevenRooms Reservations brings your restaurant's booking history directly into the Zendesk ticket sidebar, so support agents can see a guest's reservations without switching tools. The app looks up the ticket requester's SevenRooms reservation history by email and lets agents see upcoming and past reservations, plus pending reservation requests, at a glance. Open any reservation or request to view its full details, read-only. Search for any guest's reservations by email address and jump straight to the reservation in SevenRooms to make changes.
• ManoMano Connector by Volvox (Support) (paid)
  • ManoMano Connector by Volvox connects your Zendesk Support instance with ManoMano to unleash the power of seamless order data retrieval from any ManoMano marketplace. Effortlessly retrieve order details directly from a ticket field, instantly view detailed billing and shipping information related to the ticket, and access comprehensive ordered product details with ease.
• Attachment Preview & Export (Support) (paid)
  • Attachment Preview & Export allows you to preview attachments in tickets and export them easily. Files can be previewed in a modal or a separate tab, and downloaded individually or in bulk.
• Ticket Field Update Restriction (Support) (paid)
  • Ticket Field Update Restriction restricts updates/modifications on ticket field. You can limit updates based on user roles and groups. An alert will appear in a popup window if restricted field(s) are edited. Changes will be discarded and fields will revert to their previous values.
• Ticket Field Entry Requirement (Support) (paid)
  • Ticket Field Entry Requirement ensures public replies are only allowed when a specified value is entered in a specified ticket field during ticket updates. If the target field is empty or contains an incorrect value, public replies will be disabled. If the target field does not meet its condition, an alert will pop up when the update button is clicked.
• Internal Note Attacher (Support) (paid)
  • Internal Note Attacher displays an internal note field on the sidebar of the ticket screen to help prevent accidental public replies. Press 'Comment' to copy your input into the internal note. You can also configure the 'Comment' button in settings to save input directly as an internal note.
• CaseMargin (Support)
  • CaseMargin helps you read support tickets and write the brief an agent actually needs. The brief builder lives in the ticket sidebar. One click reads the full conversation, comments, internal notes, requester history, and returns a structured brief: what's actually happening, what's already been tried, what the evidence shows, and what to do next. Nothing is invented. When the ticket doesn't have enough information to draw a conclusion, the brief says so.

Products with no updates this week

• Support
• AI agents
• AI agents - Advanced
• Analytics
• Zendesk Workforce Management (WFM)
• Zendesk QA

Click Follow in the What's New section to be notified each month when the What's New is published.

Check out what's new in the last month:

• Support
• AI agents
• Copilot
• Accounts and billing
• Security
• People
• Knowledge
• Contact Center
• Voice
• Workforce management
• Quality assurance
• Apps and integrations
• Developer

Also don't miss:

• Zendesk early access programs
• What's new videos on YouTube

Support

• Automatic-refresh for views means your views are updated every minute without manual refresh, keeping sidebar counts and ticket tables current. Auto-refresh pauses during bulk actions to avoid interrupting selections, improving agent efficiency and data accuracy. See Accessing your views of tickets.
• Service catalog requests on behalf of others allows authorized users to submit service catalog requests for other users, with the selected user becoming the requester, and the submitter added as a CC to track progress. Admins can turn on this feature account-wide and per service, improving accuracy in employee service workflows. See Adding services to your service catalog.
• Custom field rendering update in the ticket sidebar limits the initial display to 50 custom fields for ticket forms with more than 70 fields, adding a Show more button to reveal the rest. This improves performance and usability without hiding any fields permanently. See Adding custom ticket fields to your tickets and forms.
• Organization-based asset targeting in the Asset Management side panel allows agents to switch context from the ticket requester to an organization, enabling management of shared and departmental assets directly from ticket workflows. This helps IT agents view, assign, and unassign organization-level assets without leaving the ticket. See Using and managing IT assets in ticket workflows.
• Agents can use task events to view key task list and task-level actions, including when a task list was added, completed, or reopened, and when individual tasks were marked complete or incomplete. See Viewing task events for a ticket.
• Improved messaging notifications for agents. See Using the notification list to manage conversations.
  • Notification sounds: Agents will receive audio alerts for ticket updates, including updates to tickets that aren’t currently open in their workspace. This helps agents stay aware of new activity without needing to keep every ticket tab open.
  • Dynamic favicons: Agents will see a visual cue in the browser tab and a sound when there are new incoming ticket notifications. This gives agents another way to notice unread updates when they are working in another browser tab or with other applications.
  • Mute notifications: Agents can mute notifications for a set period of time when they need focused, uninterrupted work sessions.
  • Reduced notification list clutter: The notification list will only show updates for unsolved tickets, helping agents focus on active work and reducing the number of updates they need to review.
• IT asset panel user selection in the Agent Workspace now allows agents to select and manage assets for any user linked to an account without changing the ticket requester. This improves efficiency by reducing steps in multi-user asset scenarios. See Using and managing IT assets in ticket workflows.

AI agents

• The AI agents migration introduces infrastructure changes for customers who purchased the AI agents - Advanced add-on before March 10, 2026, consolidating Zendesk help center connections, adding locale-scoping to search rules, and respecting article view permissions. Existing CSV imports remain usable, but new imports are temporarily unavailable. The Zendesk web crawler replaces the previous version, and more built-in connectors to external content sources are now available. Migration downtime within the AI agents will be brief, with temporary interruptions to messaging, email, and voice channels. See Announcing AI agents workspace migration and updates to knowledge and search rules.

Copilot

• Copilot intelligent triage is now included in Suite and Support Professional plans and above, enabling automatic AI classification of incoming tickets by topic, sentiment, language, and entities at no extra cost. This helps identify ticket trends and provides AI-powered workflow recommendations. See Understanding Copilot AI features.
• Auto assist now generates suggestions using content from external sources, such as Confluence, Notion, and web crawlers, as well as internal knowledge articles. This broadens the content pool for more comprehensive text suggestions. See Understanding auto assist sources for suggestions.
• Auto assist now uses similar solved tickets as a knowledge source across all channels and languages when no procedures or articles are available. This enhancement provides agents with more relevant reply suggestions based on real-time resolutions, helping teams respond faster and deliver consistent support. Agents can also view the rationale and relevant tickets used for suggestions. See About auto assist.
• Admin copilot users can get help directly from Launchpad. Admin copilot reviews your account and makes recommendations to improve your setup. Admin copilot recommendations appear at the top of Launchpad. See Using admin copilot with Launchpad.

Accounts and billing

• The Zendesk Suite trial provides an AI-driven setup wizard to help you automatically set up your account. The setup wizard leverages information from your corporate website to customize your account, minimizing the time required to get you up and running. See Using AI to automatically set up your Zendesk account.

Security

• If Zendesk detects suspicious activity, users may be signed out and redirected to the sign-in page. After signing in again, they’ll be returned to where they left off. See Understanding Zendesk session time.

People

• Manage Zendesk Support apps is a new custom role permission that allows Enterprise plan admins to delegate app management tasks to specific team members without full admin access. This permission grants access to install, configure, and remove Support apps, enhancing security and operational efficiency. See Creating custom roles and assigning agents.

Knowledge

• Accordions, callouts, and tabs have been added to the help center article toolbar. You can use these new components to structure and highlight content directly in the article editor without the use of custom code. See Using tabs to group content in the article editor, Using accordions to create expandable and collapsible sections in the article editor, and Using callouts to highlight content in the article editor.
• The following knowledge connectors are now available to connect as external knowledge sources to your Zendesk account. Content from external knowledge sources is available wherever external content is used.
  • Dropbox
  • Jira
  • Freshdesk
  • Contentful

See Connecting external knowledge sources to your Zendesk account.

Contact Center

• Live call transcription allows Contact Center agents to view real-time transcripts during voice calls, improving accuracy, productivity, and accessibility. Available for Zendesk Contact Center with Amazon Contact Lens. See Using live call transcripts.
• The enhanced call transfer experience in the native Zendesk Contact Center now shows agents availability information for other agents and queues before transferring calls. This helps reduce failed transfers and customer wait times. See Transferring calls.
• Auto-accept calls allows calls to be automatically accepted after about 2 seconds, removing the Decline button to prevent missed calls and improve efficiency. Admins can enable this per agent via Amazon Connect. See Configuring auto-accept and Automatically accepting calls.
• Support for Jabra devices allows agents to control calls through the buttons on their Jabra headset making it easier to handle calls. See Setting up Jabra devices.
• Browser notifications natively in Contact Center provide the call number in the notification of incoming calls and allow agents to test notifications through their voice settings. See Setting up browser notifications.
• Agents logs allow your agents and Zendesk to better troubleshoot issues. See how to access logs.

Voice

• Live call transcription allows Voice agents to view real-time transcripts during voice calls, improving accuracy, productivity, and accessibility. It supports speaker labels, searchable text, timestamps, language switching, and UI controls. Available for Zendesk Voice with Copilot add-on. See Using live call transcripts.
• Voice ringtones now allows Voice agents to choose from 20 different ringtones and adjust the ringtone volume in the call console. Agents must be Away or Offline to change these settings. See Changing the ringtone.
• Auto-accept calls now allows calls on phone lines (PSTN) to be automatically connected without ringing for agents to accept or decline. Admins can configure a delay of 0, 5, or 10 seconds before auto-accept to help agents prepare. This change aims to reduce missed calls and improve average speed to answer, enhancing customer satisfaction. See Managing phone line settings.

Workforce management

• New permissions structure and greater granularity for teams in Zendesk Workforce Management (WFM) allow admins to configure permissions at a more granular level and, for the first time, grant read-only access to teams. Permissions are now organized into sections, each with top-level options and the ability to set custom permissions for each feature. See Understanding WFM roles and permissions.

Quality assurance

• Multi-tiered root causes in Zendesk Quality Assurance (QA) introduces a cascading dropdown system that organizes root causes into up to three tiers. This makes it easier for reviewers to select the right root cause, reduces the time spent searching through extensive lists, and enables more granular and actionable quality insights. See Viewing and managing root causes for review scores.

Apps and integrations

• Custom variables, loop steps, and enhanced retry logic for action flows introduces intuitive ways for admins to create and update variables, add looping steps, and customize retry logic per step, improving action flow complexity and resiliency. See create a new action flow and edit an existing one.
• Additional action builder connectors are available for the following apps: ServiceNow, monday.com, Microsoft Planner, Azure DevOps, Microsoft Dynamics 365 Sales, Dynamics 365 Business Central, HiBob, Iterable, New Relic, and Snowflake. These connectors enable end-to-end automation, reduce manual work, and synchronize data across platforms. See Creating action flows to automate processes across Zendesk and external systems.
• Step-level error handling and search in action builder introduces the ability to configure error handling for each step in action flows, allowing flows to halt or continue on failure with specific success or failure paths. It also adds keyword search for triggers and actions to simplify workflow setup. See Understanding the action builder and action flows and Creating action flows to automate processes.

Developer

• API tokens removal is a phased discontinuation of API tokens as an authentication method for Zendesk Support APIs. Starting July 28, 2026, unused tokens will auto-deactivate, new token creation will be blocked from October 27, 2026, and all tokens will be permanently disabled by April 30, 2027. Customers must migrate integrations to OAuth for improved security. See Migrating from API tokens to OAuth access tokens in the Zendesk developer documentation.
• The messaging Web Widget includes a new minimalistic styling preset and enhanced customization APIs for the conversation list and message log. This update offers a compact, modern chat UI with options to hide avatars, timestamps, previews, and bubble backgrounds. See Set Customization in the Zendesk developer documentation.